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Client Experience Manager

4 months ago

Springwood, Australia Home Instead Full time

**We are a leading global brand**

Home Instead help with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients’ needs and are committed to addressing the individual and national challenges of Australia’s ageing population. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world.

In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it’s personal.

**About the role**:
Home Instead Redlands and Logan is seeking a dynamic & experienced Client Experience Manager to join our growing team based between our state-of-the-art Birkdale Office and Springwood Office within the Redlands & Logan community.

This role will be responsible for managing the client experience team to ensure the business achieves required outcomes and growth. The Client Experience Manager will also be responsible for ensuring quality standards and compliance are throughout the business while developing and implanting strategies for efficiency of care.

**Why Join Us?**
- Birthday Day Off
- Work phone provided
- Monthly Massages
- Flexible Working Arrangements
- Dog Friendly Work environment
- Exciting Social Events
- A rewarding career where you can make a positive difference in the lives of seniors and their families.

**Responsibilities include**:

- Collaborating with and managing the Client Experience team
- Reviewing clients to understand the drivers of business growth and developing, implementing, and supporting.
- Clinical and quality governance ensuring the Home Instead quality requirements, state and federal legislation and Quality Aged Care Standards are met.
- Ensuring compliance with Home Care Standards for all client care plans, reviews, and ongoing care
- Reviewing incidents, care plan audits and auditing approved service providers
- Developing educational resources to bridge competency gaps.

**Qualifications & experience**
- Extensive Home Care Package experience is essential
- Knowledge and experience of community-based care and support services
- Previous experience leading & managing a team is essential
- Experience in identifying, coordinating, and managing care services for home care clients (aged or disability)
- Understanding of Aged Care and Disability related legislation and regulations for home care services
- Highly efficient and organised with proven time management skills

**Australian work rights**:
Applicants must have permanent or temporary rights to work in Australia with no restrictions.

How do I apply?

Please submit your resume and a cover letter detailing your suitability for this role.