Client Experience Lead

7 months ago

Sydney, Australia Nextt Group Full time

See firsthand the positive impact you have on people's lives every day
- Work as part of high-performing and collaborative team

At Nextt we are passionate about delivering person centered care. Being a leading NDIS provider throughout QLD, NSW, VIC, and SA we are committed to finding highly principled people so we can deliver responsive and creative support to our clients in their everyday lives. We believe everyone deserves to get more out of life and we are passionate about understanding our customers and supporting them to achieve their goals.

**The Opportunity**
Our Client Experience team provides enhanced and specialized support to their participants so that barriers are addressed to ensure that they can participate and engage in their community, at home and at work. They are responsible for ensuring participants and support workers “Get More Out of Life.”

**About the Role**
The Client Experience Lead works as part of a local team in Belfield around a client/s to provide an excellent end-to-end client experience at Nextt. The Experience Lead is a key member of the Client experience team and will be supporting the Client Experience Managers, to ensure that the quality management systems are in place to demonstrate high quality service to clients. This is to offer a service to clients that demonstrate how Nextt Support Workers work with them to Get More Out of Life.

The Experience Lead recognizes the intrinsic value of having a system to monitor and address issues as they arise for clients. They work as part of the Client Experience team around the client and coach and support that team to ensure that correct practice and procedure is followed and documented. The Experience Lead is pivotal in reviewing the quality of documented practice which demonstrates that we are overseeing the quality of supports being provided and troubleshooting as required. The Experience Lead will have a key focus on clients and the teams that support them on achieving and celebrating outcomes that are meaningful for clients.

**To be successful in the role**
The Experience Lead should be skilled in understanding process and how these support the practice and management of complex supports including issues resolution, ensuring that the appropriate plans have been followed, issues noted, and plans updated to reflect actual requirements of practice, i.e., current, and accurate. Their focus is not on just quality information capture, but quality information response and escalation using identified processes and systems, the outcome is a good life, informed by good information.

**About You**
- You will be service focused with strong people leadership and management skills.
- Results driven, solutions focused and a critical thinker.
- Client Service experience with a comprehensive understanding of what client success looks like and the ability to work collaboratively.
- Disability Sector knowledge and experience with high physical needs, complex care, and critical care needs participants
- You will be system savvy and comfortable with following policies and procedures.

**What will we offer you?**
- A role with true purpose: you will get to see how you are making a difference in people’s lives every day.
- Opportunity to grow: We provide up-skilling opportunities, training, and networking, to ensure you are constantly able to grow within your career.
- Supportive team with positive culture
- Real flexibility

**Your Certificates and Licences**
- NDIS workers screening check
- Working with children check
- First aid and CPR certificate
- Certificate III or IV in individual support, disability or equivalent
- Australian driver's license and your own fully insured vehicle

We think you could be the Nextt Client Experience Lead we have been looking for Discover how you can develop your skills while truly helping people in your community today.

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