Customer Experience Manager

7 months ago

Sydney, Australia WorkFocus Australia Full time

**Company Description** 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 Australia 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**:
At WorkFocus we’re leaders in getting people well and working, we empower individuals to live and work to their fullest potential every day. Due to substantial growth we are now accepting Expressions of Interests for a Customer Experience Manager ready to make an impact.

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 Australia by proactively establishing and managing stakeholder relationships to ensure growth via exceptional customer service and supporting high quality service delivery.

**As a Customer Experience Manager, you will**:

- Be responsible for achieving referral and revenue targets for allocated accounts via exceptional customer service and high-quality service delivery
- Facilitate claims reviews to support outcomes and improve service offerings
- Manage complaints and compliments received
- 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 WorkSafe accredited discipline.
- Sound understanding of customer drivers and customer service and best practice in work and wellness services
- Demonstrated experience in delivering repeat business and /or new business in the work and wellness, insurance, health or human services sector
- Commercial acumen to drive business growth, profitability, quality initiatives and marketing activities.
- Exceptional organisational and time management skills.

**Additional Information** 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**:
**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.

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