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Relationship Officer

Cambridge Boxhill Language Assessment - Melbourne, VIC

Source: uWorkin


About CBLA
Cambridge Boxhill Language Assessment (CBLA) owns and manages the Occupational English Test (OET). OET is used by healthcare boards, councils, and other healthcare organisations in over 10 countries. The test is available in over 167 locations across 46 countries. We are in the midst of an exciting transformation program that includes converting OET to a digital-first organisation and the launch of new products and services. Our vision is to connect the world to better healthcare. We are a young and fast-growing global organisation.
Our office is situated in Melbourne CBD overlooking the Yarra, making it ideal for commuting from all parts of the city and is an environment that reflects OET's fresh and inviting approach to business. This role will initially be a work-from-home opportunity.
The Role
This position sits within our venue operations team and supports 160+ venues globally. The role is responsible for delivering exceptional, professional, and high-quality test venue experiences to all of CBLA’s venues and venue managers.
The role will focus on building strong relationships with test venue partners and coordinating internal teams to deliver solutions that meet CBLA’s needs, whilst identifying opportunities for improvement. Stakeholder management, relationship management, and responding to venue queries are a major part of the role.
CBLA is a fast-paced, dynamic work environment. You will need to have drive, perseverance, and commitment to accuracy, partnerships, and quality ideas. At CBLA, you will be able to make a difference and see the impact of your contribution.
What you'll be doing
Communicating and coordinating with internal teams to deliver solutions. Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals
Responding to venue enquiries and complaints and determining when to escalate issues.
Understanding client needs and identifying new business opportunities.
Relating and communicating with internal and external customers with clarity, objectivity, diplomacy, and cultural sensitivity.
Delivering high quality and professional support at all points of contact (telephone and email) to Venues Via phone/ticketing system/Emails
Managing customer activity with CRM (Salesforce) tools for maximum efficiency and visibility.
Provide feedback to management on the improvement of customer service/venue management policies, procedures, and SLAs
Identifying opportunities for improvement and proposing new tools and processes.

About You:
You have 3+ years of relevant experience working in a customer service /relationship officer/account management role and possess great relationship-building skills. You should have excellent communication skills and have the ability to influence. You will be tech-savvy with in-depth knowledge of MS Office and Salesforce. You are able to navigate through ambiguities and class yourself as a self-starter.
It will be highly beneficial if you have prior experience working in the education sector and have an understanding of test venue management.
This is an exciting opportunity to join a hyper-growth global organisation during a pivotal point in our ongoing development.
What next?
To express your interest in this role, click 'Apply'. Please complete your application by sending us a cover letter sharing your experience along with your resume. If you have any questions about the opportunity and you would like to learn more about us or the role, please email via hr@oet.com.au.