RCPA Quality Assurance Programs – Sydney CBD NSW
The RCPA Quality Assurance Programs is seeking a Coordinator Customer Service for its office in St Leonards, Sydney.
The primary functions of the Coordinator Customer Service role include the timely and efficient processing of participant enrolments, the analysis and reporting of enrolment data and responding to customer enquiries. The role also provides support to the efficient running of the office and facilities as needed/directed.
This role may be assigned specific support portfolios (including supporting other business units such as Partnerships and Alliances, Finance and Logistics) on a regular or ad hoc basis.
Major Duties/Responsibilities
Act as the central point of contact for providing information on all programs offered by the RCPAQAP, whilst maintaining and developing positive customer relations.
Act as the central point of contact for troubleshooting of enrolment related issues of both internal and external stakeholders.
Manage the efficient and timely processing of enrolments received from participating laboratories.
Collaborate with participants, agents and RCPAQAP business units in the preparation, despatch and response to enrolments.
Contribute to the effective communication and marketing of all RCPAQAP Programs (particularly to international agents).
Ensure the accurate and efficient processing of financial transactions.
Contribute to the analysis and review of enrolment data and preparation of reports concerning trend analysis of customer enquiries, complaints and corrective/preventive action for business unit manager.




Take responsibility for the analysis and follow up on participants who fail to enrol.
Contribute to the review and development of operational enrolment systems and procedures.
Coordinate the Contractor/Visitor/Staff induction and compliance process.
Take responsibility for assigned business excellence development projects.
Assist the business unit's internal quality assurance (ISO ****) program, including document control, quality management reviews, internal audit and corrective/preventive action functions.
Provide operational support to RCPAQAP events as required including communication, venue setup/cleanup and logistics.
Other duties as directed.
Is capable of functioning autonomously and prioritising their work and the work of others within established policies, guidelines and procedures.
Is responsible for work performed with a substantial level of accountability and responsibility.
May supervise the work of others, including work allocation, rostering and guidance.
Works either individually or in a team.
May require comprehensive computer knowledge or be required to use a computer on a regular basis.
Possesses developed administrative skills and problem-solving abilities.
Possesses well developed communication, interpersonal and/or arithmetic skills.




May require formal qualifications at trade or Advanced Certificate or Associate Diploma level and/or relevant skills training or experience.
Office, PC2 laboratory and warehouse.
Flexibility in working hours is required.
All staff must participate in the company CPD and PDP programs.
Mandatory Qualifications & Experience
Demonstrated relevant experience in a similar role in a highly regulated environment (e.g. pharmaceutical, manufacturing or pathology environment) interfacing directly with clients.
Experience in data entry and use of Customer Relationship Management systems.
Proven record of attention to detail with a strong emphasis on accuracy.
Proven ability to work both as a team member and independently.
Experience or proven ability in data entry/analysis and report writing.
Intermediate or advanced experience in Microsoft office software.
Demonstrated strong written and verbal communication skills.
Demonstrated knowledge and understanding of quality management systems.
Ability to work in a cross functional environment and multi task.
Ability to process financial transactions.
The RCPAQAP is committed to high standards of performance in relation to WHS, confidentiality and Diversity Management. All staff must comply with all company Policies and Guidelines related to WHS, Equal Opportunity, Harassment, Code of Conduct and Discrimination and Confidentiality.
The RCPAQAP is a smoke-free workplace.
The advertisement closes on 14 August ****. Only shortlisted candidates will be contacted.
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📌 Coordinator - Customer Service (New South Wales)
🏢 RCPA Quality Assurance Programs
📍 New South Wales