• Answer a high volume of inbound calls with professionalism, warmth, and efficiency • Help participants with account access, incentives, forms, and program requirements • Support participants through live chat and email, hitting service-level targets • Dig into and resolve concerns, escalating when needed to get things done right • Follow up on voicemails so no one is left waiting • Keep detailed, accurate records of every interaction • Bring your insights to the team - share trends, feedback, and ideas for improvement • Handle every conversation with active listening, empathy, and clear communication • Safeguard participant data with strict HIPAA and confidentiality standards • Review, validate, and enter participant information and form submissions • Audit data for accuracy, catching and correcting discrepancies • Reach out to participants when information is missing or incomplete • Partner with Account Management and other internal teams to resolve complex questions • Keep forms processed and audited on schedule - every time

Role Description This role requires Norwegian language proficiency. As an Amazon Customer Service Associate, you have a very clear purpose: to prevent issues, solve queries, and delight our customers. You’ll be the first point of contact for our Norwegian and British customers by answering their requests through phone, chat and/or email. This includes: - Order and product questions - Payment matters - Website guidance Our Customer Service Associates use a variety of tools to navigate, research, and review solutions, and communicate effectively with customers. One of the great things about joining Amazon’s Customer Service team is that you don’t need past experience in customer service. You’ll receive training and be provided with a complete equipment package when you join. This role requires working variable hours to match when customers need us most. You will work: - Day and evening shifts - Minimum 40 hours per week (5x8 hours) - Shifts scheduled based on a variety of patterns within the operating hours of 9 am to 6 pm, Monday to Sunday - Possible work on national holidays and Sundays - Schedules known at least 4 weeks in advance Qualifications - Minimum age: 18 years old - Right to work in the United Kingdom without restrictions - Strong communication skills in Norwegian and English (both written and oral fluency) - Experience working with a computer - Availability to work varying shifts from Monday to Sunday within the operating hours of 9 am to 6 pm - Full availability for an initial eight/nine weeks full-time training (paid) – no holidays can be taken during this time - Willingness and ability to work in rotating shifts (i.e., weekend, holidays, and overtime as required) - A quiet, distraction-free workspace (dedicated office space with a desk and chair) - Minimum broadband connection of 50MB using a hard-wire Ethernet internet connection (no Wi-Fi) Requirements - Hard-working, articulate, and detail-oriented - Friendly and customer-focused in every situation - Ability to learn quickly and embrace change - Comfortable multi-tasking in a high-energy environment Benefits - Amazon employee discount - Private medical insurance - Amazon pension plan - Lifestyle benefits and retail discounts through our Amazon Extras program - Expert training and ongoing opportunities to learn more and develop your skills

Role Description As a member of the BGIS SCS Support Team, you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to client requests to ensure all aspects of the contract are being fulfilled, with an emphasis on quality control & striving to exceed client expectations. - Be the first line of communication for our customers, as such a positive attitude and “can do” attitude are paramount. - Greet customers warmly and make every customer feel like they are our number one client. - Ensure client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements. - Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; explaining and deploying the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution. - Place, follow up and close work/supply orders according to established procedures. - Keep accurate records of discussions or correspondence with customers. - Prepare service reports by collecting and analyzing customer information. - Build and maintain relationships with new and existing accounts. - Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person. - Provide general administrative and reception backup support. - Work as a team player with fellow staff members to optimize productivity. - Represent the company and what we stand for. - Other duties as assigned. Qualifications - Demonstrated customer service skills. - Bilingual - English and French a must. - Ability to communicate effectively verbally and in written format with both internal and external stakeholders at all levels. - Professional, courteous, approachable manner with a "can-do" attitude. - Good computer/data entry skills and knowledge of Microsoft Office Software. - Ability to work in a fast-paced environment to accomplish multiple goals. - Excellent time management and problem-solving skills; must adhere to tight deadlines, respond quickly to situations, and effectively execute solutions. - Self-disciplined and accountable with strong interpersonal skills. - Ability to work independently and as a team. - Ability to multi-task, prioritize work effectively and meet multiple deadlines. - Effective attention to detail and a high degree of accuracy. - Demonstrated ability to deal with change, make decisions and implement creative solutions. - Post-secondary education in a related field or commensurate work experience. - Past customer service and/or sales experience is preferred. Requirements - This is a regular, full-time position with a salary range of $44,303 - $52,121 per annum. - The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, and performance related to this role. Benefits - We value transparency in our hiring processes. - Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants; however, a human reviewer makes all final decisions. - This posting is for an existing vacancy.

Role Description Are you an experienced operational leader who builds strong systems, supports teams through change, and leads with consistency - with a calm and practical approach to complex operational environments? Lifeline Direct is seeking a Head of Centralised In-Shift Support (CISS) to lead, strengthen, and future-proof its in-shift support function. In this senior leadership role, you will take hands-on operational responsibility for a national workforce providing real-time support to Crisis Supporters within a remote 24/7 service environment. You will coach and develop a small team of Team Leaders who each manage larger teams, and embed clear systems and expectations that support consistent, confident decision-making at all hours. The role is fully remote, based anywhere in Australia, though Lifeline Direct has offices in NSW and VIC if you prefer a physical workspace. Key Objective - To provide strong, calm, hands-on operational leadership of Lifeline Direct's Centralised In-Shift Support service - a national, 24/7 function. - Ensuring high-quality, consistent in-shift support through well-designed governance, decision frameworks, workforce capability, and a strong focus on staff wellbeing and psychosocial safety. Key Responsibilities - Provide hands-on operational leadership and day-to-day management of the Centralised In-Shift Support (CISS) function. - Lead the implementation and continuous improvement of a national, multi-channel in-shift support model, including leading teams through service change and transition. - Strengthen and embed robust operational frameworks, escalation pathways, and decision-making authority that enable a 24/7 service to operate safely and effectively. - Coach and mentor a small team of Team Leaders, building their capability to lead larger indirect teams with consistency and confidence. - Support staff wellbeing and psychosocial safety within the function, working closely with Health and Safety Representatives (HSRs) through formal consultation processes. - Work effectively within a unionised workforce, including consultation obligations, grievances, and performance matters. - Use data and evidence to inform decision-making, prioritisation, and continuous improvement. - Partner with internal and external stakeholders to ensure integrated, high-quality crisis support aligned with organisational priorities and contractual obligations. Qualifications - Demonstrated senior operational leadership experience within a complex service environment. - Proven experience supporting staff wellbeing and psychosocial safety, including working with Health and Safety Representatives through formal consultation processes. - Experience working within a unionised environment, including consultation obligations, grievances, and performance matters. - Demonstrated ability to lead teams through service change and transition, embedding new operating models and ways of working. - Strong people leadership capability, including coaching and developing team leaders who manage larger indirect teams, with resilience to sustain this across a demanding operating environment. Requirements - Experience leading teams within a 24/7 or shift-based service environment. - Experience in a crisis, health, or human services environment (no clinical background required). - Strong data and financial literacy, including the use of metrics to monitor performance and inform decisions. - Knowledge of trauma-informed and psychologically safe workforce practices. What You'll Bring - A calm, confident, and grounded leadership style suited to complex and emotionally demanding environments. - A systems-led approach that builds capability and confidence in team leaders, ensuring continuity and consistency across a 24/7 operation. - A track record of supporting staff wellbeing and psychosocial safety, and navigating industrial and employee relations matters with sound judgement and resilience. - Strong stakeholder engagement skills, with the ability to influence, align, and hold steady when required. Benefits - Nationally significant impact. - Remote and flexible work. - Supportive, purpose-led culture. - Opportunity to help shape the future of crisis support in Australia. In Return, We Offer - Salary packaging benefits. - A supportive and dynamic work environment. - The satisfaction of being part of work that genuinely impacts the community. How to Apply Sound interesting? We'd love to hear from you. Applications close Sunday 26th July 2026. Candidates wishing to apply are encouraged to submit a current resume and a cover letter addressing the selection criteria.