Customer Service Manager

3 months ago

Melbourne, Australia Jewish Care Victoria Full time

**Customer Service Manager**
- **Permanent full-time position**:

- **Not for profit salary packaging benefits**:

- **Flexible working arrangements**

***About us**
Jewish Care Victoria, is a not-for-profit organisation and is one of the largest providers of aged and community services for the Jewish Community in Victoria and has been servicing the community. Our staff come from all cultural and religious backgrounds, and we provide cultural and spiritual training in the Jewish Ethos.

**What you will do**

The Customer Service Manager is a dynamic leadership role designed to drive excellence in customer service, client onboarding, and engagement throughout the client journey. This role plays a pivotal part in implementing Jewish Care Victoria’s organisational strategy, with a focus on continuously improving and exceeding consumer experience across all service touchpoints.
- Lead the development and execution of a comprehensive customer service strategy, ensuring that every client interaction reflects JCV’s commitment to client dignity, choice, and quality of life.
- Manage the intake of referrals from various sources, including My Aged Care (MAC) and National Disability Insurance Scheme (NDIS) portals, ensuring prompt and effective follow-up.
- Drive the adoption of customer-centric practices across the organization, embedding a culture of continuous improvement and service excellence
- Lead the implementation of new technologies and systems, such as a client self-service portal, to enhance customer engagement and streamline service delivery.
- Regularly review and update the Standard Operations Procedures Manual, ensuring it reflects best practices and current operational needs.
- Ensure all appropriate actions are taken to implement OHS processes, procedures, work instructions, training, and legislative requirements.

**You will bring**
- Relevant tertiary qualification in Business, Marketing, Management, or a related field.
- Minimum 3 years management experience working in the health/ human service context
- Proven leadership in Health, Aged or Human Service customer service operations, ensuring high-quality, client-focused service delivery.
- Strong communication skills, with the ability to collaborate across teams and with stakeholders.
- Deep understanding of customer needs, with a focus on embedding customer-centric practices within the organisation.
- Familiarity with industry regulations and compliance requirements, particularly in aged, disability and social services.
- Strong background in customer journey mapping, stakeholder management, and team leadership.

**The benefits of working with Jewish Care**
- Generous** not-for-profit salary packaging** to increase your take home pay
- **Employee Assistance Program** for you and your family
- **Staff Referral Bonus Program**:

- **Free onsite staff car park **at our aged care facilities
- **Career development** opportunities
- We want your opinion and your experience. Be heard in your workplace.

If the idea of working with an organisation that values your expertise and has a commitment to the wellbeing of our staff and clients A career you love and an organisation that will nurture your career is simply a click away.
- Jewish Care proudly celebrates and warmly welcomes the rich diversity of our community and strives to be inclusive for all, including the LGBTI+ community._
- Jewish Care acknowledges Aboriginal and Torres Strait Islanders as the Traditional Custodians of the land on which we live and work. Our services and supports are provided on the lands of the Wurundjeri and Boonwurrung people, and we deeply respect and honour their ongoing cultural and spiritual connection to land, waters and community._
- Jewish Care is committed to protecting clients and staff members from all forms of harm and abuse. We are a child safe organisation. We require all applicants to undergo an extensive screening process during their recruitment process._

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