Manager, Client Experience

Manager, Client Experience- Parental leave cover (10 month contract)

Cancer Council NSW is Australia's leading cancer organisation and our vision is to change the path of cancer and make sure no one walks alone. We are dedicated to meaningful careers where you will not only change the lives and futures of people affected by cancer, but you will work in a multi-award awarding winning culturally connected environment.

About the team

The Cancer Information and Support Services (CISS) Division aims to empower and support people affected by cancer, so that no-one need face cancer alone. This Division assists people as they navigate the cancer journey, easing their emotional and practical burdens and helping them make informed decisions.

The Client experience team provides support to people affected by cancer, ensuring their practical, legal, and financial needs are met throughout their cancer trajectory. The services offered include, but are not limited to, the provision of legal, financial, workplace and small business professional services, financial information and navigation, financial assistance, financial counselling support and practical support including accommodation, home help and transport to treatment. These services aim to enhance the quality of life of people affected by cancer.

About the role:

The key purpose of the Manager, Client Experience, a key member of the Divisional Leadership Team, is to manage the Client Experience Team, ensuring the practical, legal and financial needs of clients are met through the delivery of high quality, efficient information and support services. The Manager will ensure the delivery of services creates the greatest impact for those in greatest need, and ensure processes are optimised and streamlined. The Manager works closely with the divisional leadership team and Manager, Business Planning and Operations on key strategic work for and on behalf of the director.

Key responsibilities of the role:

• Manage and cultivate a high performing team of client services, specialist and administration staff working both in-office and remotely, ensuring achievement of performance objectives, and on-going development and supervision, engagement, and retention of staff and volunteers.
• Manage the team to provide high quality case management to people affected by cancer and ensure services delivered are optimised and streamlined.
• Build a cohesive, division-wide approach to client management, facilitating synergies across CISS teams, working closely with the Divisional Leadership Team to cultivate and champion a client centric culture across all services and client touch points in the division whilst ensuring strategy of services aligns with CCNSW five year strategy.
• Manage the team to review, implement and deliver strategies that ensure effective, streamlined, and optimised support services are provided to people affected by cancer.
• Lead the team effectively through change to build a dynamic team comfortable with shifting focus to meet changing needs of clients.
• Establish and manage trusted relationships with internal and external stakeholders and ensure the team maintain effective relationships with internal and external stakeholders.
• Develop and maintain an expert knowledge of key issues and effective strategies relevant to managing client relationships, maintaining workforce wellness balanced with client satisfaction.
• Critically analyse, based on evidence, and drive and support the evaluation and review of services and ensure continuous improvement and innovation.
• Work with policy and advocacy to ensure prioritisation of relevant practical, legal, financial, or other issues for people affected by cancer and provide subject matter expertise and evidence to support advocacy activities.
• Ensure the financial sustainability and scalability of services through work with Philanthropy and other units.
• Build and maintain close and positive working relationships with the different business areas and utilise output from those areas to improve information and service delivery effectiveness.
• Actively participate in continuous learning and development both personal and industry specific
• Identify and foster partnerships with relevant stakeholders (government, health professionals, academics, consumer groups and other non-government organisations)

About you

Essential:

• Tertiary qualifications in business/legal/health/community/project management.
• Knowledge and extensive work experience in the health system and/or previous experience working in areas that support people affected by cancer, including carers, family and friends.
• Demonstrated strong business and operations acumen with a deep understanding of business drivers and adopting an enterprise-wide perspective when developing strategies.
• Substantial demonstrated experience in developing and implementing initiatives that achieve specific objectives, particularly in the context of effective client-centred care, improving operational efficiency, effectiveness and innovation.
• Experience as a collaborative manager/leader within the not-for-profit and or corporate sector.
• Strong verbal and written communication skills including utilising online channels as needed and excellent report writing.
• Demonstrated strong leadership qualities with excellent people and performance management skills and the desire to work within a culture where employees and volunteers are respected, motivated, enabled and held accountable to deliver on organisational goals, and an understanding of working with a varied skill level workforce including volunteers.
• Experience and understanding of managing teams who work remotely across different locations in addition to working face to face and in a fast-paced environment.
• Strong understanding of establishing and maintaining trusted relationships with internal and external stakeholders, including health sector partners, executive and community.
• Understanding of working across organisational strategy and priorities.
• Ability to work in an agile and fast paced environment.
• High level technology knowledge and skills with the ability to lead key organisational technology projects and represent division at an executive level where required.
• Excellent project management skills including demonstrated ability to set goals and targets, meet tight deadlines, manage and report on budget and contracts and handle competing demands.
• Strong critical thinking that applies intellect and knowledge to solve complex problems.
• Engaging, confident and articulate presentation skills.
• Strong change management experience and skill.
• Ability to work well engaging other people within an organisation and externally to achieve. organisational goals.

Desirable:

• Experience building the public profile of a community organisation and its services.
• Knowledge of the complexity of the not-for-profit sector and the drivers of organisational success.

About the benefits

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
• Recognised for Voice Project's 2021 and 2023 "Best Workplace" Award.
• A balanced organisational approach to WFH and office
• Additional performance-based leave available.
• Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
• Discounts available for everyday expenses such as private health, retail and fitness

CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments to submit your application, please get in touch with us at

Apply online by visiting our website directly, copying the following link then click on the role title and submit your cover letter and resume.

Please note, the health and safety of our people is a priority for us, our employees and volunteers are strongly recommended to be up to date with their COVID vaccination.