Client Relationship Manager

3 weeks ago

Brisbane, Australia Partnered Health Full time

Location: Brisbane
- Permanent Full-Time
- Offering competitive rates, flexibility, stability, and employee benefits

Jobfit Health Group delivers a broad range of occupational healthcare services to thousands of businesses nationally, including pre-employment medical assessments, work fitness assessments, injury management and prevention, drug and alcohol screening, onsite medical services, health surveillance and health and wellness programmes.

You will be responsible for the day-to-day management and relationship development of a major national account to ensure optimal client service and satisfaction against set key performance indicators. The position reports to the State Manager and is permanent full-time and based in Brisbane Queensland.

**Responsibilities**
- Complete, comprehensive and timely onboarding of new clients, including account set up, MediManager access and routine check-ins as part of the new client experience.
- Ensure all contractual requirements and high-level service expectations are met specifically but not exclusively relating to medical assessments, service promotion and customer service.
- Operate effectively as part of a multidisciplinary management team and ensuring an environment that encourages teamwork, personal and professional development, customer service and excellence in performance.
- Understand agreed targets for client service provision, delivery and standards of relevant services, KPIs, costs, and Jobfit's capabilities.
- Manage the business relationship between Jobfit and the client with the goal being client satisfaction and retention.
- Pro-actively review and monitor Jobfit's performance against the service level agreement and KPIs to identify any capacity issues and specify any required changes.
- Initiate actions to maintain or improve levels of service in conjunction with the Jobfit Contact Centre.
- Facilitate open communication and discussion with client, acting as a single point of contact by developing, maintaining and working to the agreed service level provision.
- Primary point of escalation for critical and / or time sensitive issues from client.
- Provide daily and monthly reporting to client and State Manager on service KPIs.
- Conduct service reviews and coordinate meetings with the client, with the focus of building and maintaining a strong working relationship.
- Coordinate Clinical and Reception rosters for Jobfit locations within the State(s) to achieve the most efficient outcomes.
- Review Clinical and Reception resource requirements and be actively involved in the recruitment of new employees.
- Attend to regular performance reviews / check-ins with staff in regards to meeting business objectives, core competencies and competencies of the role.

**Requirements**:

- Tertiary qualification in Management (or similar experience in a related field).
- Company funded pre-employment medical
- Previous experience working in a similar role or a track record of managing client relationships.
- Experience in delivering KPIs.
- Strong interpersonal skills and an ability to build rapport with customers.
- Capable of promptly analysing client needs and ensuring an effective, timely and appropriate proposal response.
- Results driven, dynamic, persuasive, flexible, able to identify client needs.
- Polished communication skills, both verbally and in writing.
- Ability to work as a member of a multidisciplinary team.
- An understanding of the occupational health industry (preferred).
- Intermediate MS Office Suite - Excel required for reporting.

**What we offer**
- Team member development - we have our own in-house online learning and development centre
- Engagement surveys - we listen to you, as a team member, and take action on the issues that matter to you
- The FHA Staff Superannuation Fund (which includes a range of insurance and investment options for staff)
- Financial Wellbeing Checks and advice from our corporate financial planning partner, Virtue & Partners
- Generous special offers and discounts from corporate partners

**Jobfit Health Group is part of Partnered Health Medical Centres. The group is made up of a number of established businesses that have been delivering health services to more than five million people over the last 25 years including Jobfit, Northcare Physio, and Baseline Onsite.**

**At Jobfit Health Group, we are committed to employing a diverse and inclusive workforce that reflects the diverse community in which we operate in. **Aboriginal and Torres Strait Islander people are encouraged to apply.

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