Customer Experience Manager

3 weeks ago

Sydney, New South Wales, Australia WorkFocus Australia Full time

At WorkFocus, we get people well and working.

Since 1989, we have impacted the lives of over 100,000 Australians by providing a range of services to prevent and minimise the social, physical, psychological and financial consequences of injury and illness. Our team of allied health professionals champion the health benefits of good work, supporting and empowering people through the recovery process to return them to better health and life.

By joining WorkFocus you will also be joining the MedHealth Group, a family of industry leading health, medical and employment enterprises, which has been voted 2 years in a row as an Australia's Financial Times 'Best Place to Work' organisation, allowing you to build and take your career all over Australia.

Job Description

How you'll be making an impact in people's lives:

As a Customer Experience Manager, you will have true ownership and autonomy in this role by playing a key role in the success of WorkFocus by proactively establishing and managing stakeholder relationships to ensure growth via exceptional customer service and supporting high quality service delivery.

You will be working alongside our state and national customer experience team to deliver innovative and flexible solutions to our customers. This is a full-time position and can be based out of any of our New South Wales office locations.

As a Customer Experience Manager, you will:

  • Be representing WorkFocus as their single point of contact for all lines of communication and support for our workers compensation customers.
  • Be responsible for achieving referral and revenue targets via exceptional customer service and high-quality service delivery.
  • Work directly with operational management to ensure areas of improvement are embedded into service delivery including driving internal case management and customer service capabilities.
  • Explore and understand our customer needs and develop solutions to overcome challenges.
  • Identify new opportunities and develop and implement strategies to secure new customers.
  • Represent WorkFocus in public forums and on various committees as required.

Qualifications

What you'll bring to the role:

  • Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehab Counselling or other equivalent allied health/work health and safety professions desirable.
  • Minimum of three years of workers compensation scheme industry experience essential.
  • Strong understanding of customer drivers and customer service in work and wellness services.
  • Demonstrated experience in delivering repeat business and/or new business in the workers compensation scheme.
  • Commercial acumen to drive business growth, profitability, quality initiatives and marketing activities.
  • Exceptional organizational and time management skills.

What we offer you:

  • Truly flexible working, in the community, from home and the office – you set your schedule.
  • Learn and be mentored from a multi-award-winning team.
  • Multiple career pathways and professional development opportunities – 90% of our leadership team have been promoted from within.
  • Generous financial incentives program to reward you for your impact.
  • Purchase additional annual leave.
  • Paid parental leave.
  • Additional employer benefits package including salary sacrificing, fitness passport, novated leasing, Star Finder referral program and so much more.

To apply:

Click on the APPLY button or contact Cassie Butcher on 0437 079 112 or cassie.butcher@medhealth.com.au to discuss about the role. REF7634T

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Health Care Provider
  • Wellness and Fitness Services
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