Engagement Consultant

Commerce / Vente : Sales Sydney, Australia Southbank, Australia
Contract Type: Full-time


Position at Lee Hecht Harrison (Global)


Engagement Consultant NZ - 12 month contract


With a strong focus on customer experience, the Engagement Consultant role is responsible for providing high-quality engagement services to external clients at all levels as well as an effective liaison with relevant internal stakeholders in providing these services.


The role involves making outbound calls to pre-notified clients to engage and schedule them into Career Assistance and/or Transition programs with Lee Hecht Harrison.


The role is also responsible for coordinating and booking notification appointments for Consultants to ensure our customers and clients receive an industry-leading service


The incumbent is required to demonstrate a high level of Customer Service, empathy, logical thinking and problem-solving to successfully deliver on service levels. A high degree of flexibility and initiative in order to deliver on activities and tasks are also required.


Reporting Relationships:

      Operations, Engagement and Delivery Lead


Direct Reports:



Major Responsibilities


      Engage assigned Clients on a daily basis via telephone to discuss the service offering and schedule the first appointment.

      Manage all inbound calls when the client is initiating the first point of contact into Lee Hecht Harrison for the program/service to commence

      Ensure callbacks into Lee Hecht Harrison for already engaged candidates are maintained with the view of scheduling the first appointment, in full on time

      Ensure accurate usage of Orbit & NGen (Lee Hecht Harrison candidate database) to schedule, transfer, assign and manage candidates, maintaining data integrity.  Where data is incomplete, follow up with the relevant Customer contact points, as required, in order to complete our internal files/records

      Manage and maintain the Centralised inbox to ensure emails are actioned in a timely manner and categorised appropriately

      Assist with the coordination of the National Notification support as required by managing consultants’ diaries and booking Client appointments.

      Work closely with the Operations, Engagement and Delivery Lead to understand customer requirements and handle all calls/contact accordingly

      Understand the Lee Hecht Harrison service offering and provide detail to candidates ensuring we meet or exceed the required internal engagement rate

      Where required, provide emotional support to candidates upon contacting them

      Manage the National Notification calendar and ensure all notifications are updated in the calendar

      Ensure all relevant information is collected at the point of notification (i.e. billing information) to ensure the data entry and billing process is seamless

      On-going identification and implementation of continuous improvement opportunities from a Customer, Client and Workplace perspective.


Required Experience

      Tertiary level qualification in human resources, psychology, career coaching or facilitation or a similar/related discipline is favourable

      Professional telephone techniques applied with Lee Hecht Harrison standards upheld at all times

      Demonstrated advanced PC skills with the ability to pick up internal systems quickly and effectively

      Knowledge of Career Transition services or coaching is favourable


Required Attributes

      Strong Customer Service/Customer Experience Focus

      Ability to deal with difficult client situations/conversations

      Independent thinker who can respond to a situation with all parties in mind

      Effective team contributor

      Logical approach to problem solving

      Demonstrated ability to take initiative

      Strong attention to detail

      Highly organised and efficient

      Performance driven mindset to achieve the highest standards and meet set KPI’s