Client Services Quality Analyst

1 week ago

Adelaide, South Australia https:www.bebeejoin Full time

Every career has a turning point. This could be yours.

About us

At My Plan Manger our vision is to create an inclusive Australia where everyone can have the opportunity to reach their full potential.

We do this by offering individualised financial management, in meaningful and transparent ways, so that the initial complexities and ongoing responsibilities of being an NDIS participant doesn't get in the way of clients living their best life.

My Plan Manager (MPM) is looking to build on its position as the #1 Plan Manager within the NDIS Industry.

Established in 2014 MPM is the largest and most well-regarded plan manager in the industry.

With rapid growth MPM is now looking for a Business Development Representative to drive growth of new NDIS participants onto the MPM platform.

About the role

Reporting to the Client Services Support Manager, and working as part of the Client Services Support Team, this role will be responsible for reviewing, cases to identify adherence to process by the Client Services Team Members to drive consistency, and high-quality person-centred services to MPM's clients.

This is a permanent, full-time position working from our Adelaide Office.

Key responsibilities
  • Review client interactions via case samples and calls to ensure consistency with MPM's policies, procedures, and work instructions.
  • Provide motivating and encouraging training and coaching for staff to ensure processes are followed and meet MPM's quality standards.
  • Provide regular reporting to leaders within the Client Services team relating to staff performance.
  • Work closely with Service Delivery Managers, Team Managers and Team Leaders to drive consistency in coaching and feedback to frontline staff.
  • Support with the development of clear work instructions and other materials to enable staff to deliver a high quality of service to MPM clients.
  • Identify and analyse trends emerging trends relating to adherence to with MPM's policies, procedures, and work instructions.
  • Work closely with the Client and Provider Advocacy Team Leader, Call Quality Coach, and broader Client Services Support team to identify and implement process improvements that drive improved client experience.
  • Work closely with the Quality and Risk team to ensure that MPM's commitment to client safeguarding is embedded within operational process.
  • Provide reporting and analysis to the Client Services Support Manager on case quality, adherence to process and service delivery gaps.
About you
We are looking for a client services quality analyst with proven long-term success.

To be successful you will demonstrate a range of skills, knowledge and experience:
  • Proven ability to provide coaching and feedback to frontline staff.
  • Experienced in providing reporting and analysis.
  • High level of empathy and emotional intelligence.
  • Strong communication skills both written and verbal.
  • Experience working with broad stakeholder groups and as part of a team.
  • Ability to work in accordance with MPM values and ethos.
  • Intermediate level knowledge of Microsoft Office suite
  • Word, Excel & Outlook.
An opportunity to work for the best NDIS Plan Management company in Australia from the comfort of your home.
  • A fastpaced environment within an equally fastgrowing industry
  • The ability to make a real difference to the disabled community and ecosystem
  • To work for a company that is at the heart of community and innovation
  • Get experience working with a team of experts across sales, marketing, customer success, operations and finance
  • To work for an awardwinning technology company backed by a premium VC organization
  • The opportunity to develop your career and make a real difference
My Plan Manager embraces equal opportunity and promotes diversity.

We encourage Aboriginal & Torres Strait Islander people, people of all backgrounds, ages, sexual orientation, and people with a disability to apply.

**Applications close Wednesday 1 March 2023
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