Customer Experience Specialist

4 months ago

St Leonards, Australia Allity Full time

Attractive NFP salary packaging options + tax benefits + rewards
- Join one of Australia's largest Aged Care providers
- Newly created role, Be part of a high performing team

**Allity **is part of** Bolton Clarke Group**, one of Australia’s largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally.

Join a team of committed aged care professionals dedicated to redefining the aged care experience for residents, their families and employees. Our mission is “_Making every day the best it can be”_ and we are looking for a person who can help us make this a reality.

**About the opportunity**

As the Customer Experience Specialist, you will be the brand champion and custodian for our employees and customers. You will be responsible for building capabilities across all our homes, including data intelligence, consistent delivery of quality customer experiences at each touch point of the journey, mitigating risks and developing market strategies, that support sustained performance in delivering the exceptional experiences, for our residents and families.
- Build strong relationships with key stakeholders to support their service functions
- Work collaboratively with our Homes and the Investigations team in complaints resolution processes
- Hands-on development and execution of customer experience strategies
- Develop opportunities to engage with consumers through different channels
- Implement and lead consumer advocacy initiatives
- Provide customer insights and trends to support planning and marketing opportunities
- Conduct market/consumer research to support contemporary innovation and value add revenue generation opportunities
- Timely and accurate internal and external CX reporting as required
- Create simplistic and meaningful reporting that supports action planning to improve our resident experiences and outcomes
- Maintain a thorough understanding of all requirements of Legislative compliance, including Star Ratings, NQIP reporting
- Provide ongoing support and training to build capabilities, forge a customer-centric culture and sustains performance
- Standardise and ensure CX training is current, accessible, and embedded in the employee on-boarding process
- Support key projects, programs and initiatives aligned to CX and deliver to timeframes and on budget
- Support change management initiatives to ensure alignment with a customer-centric culture
- Be the SME in the CX space for all Operations projects and initiatives

**About you**
- Extensive experience and strong literacy with online customer platforms
- Demonstrated experience in the collection, analysis, and interpretation of customer data
- Ability to present data in a simplified and meaningful way to different user profiles that support action
- Project lead, experience to take ownership of assigned work streams
- Experience in developing and delivering training to diverse groups - F2F and online
- Strong Problem-solving skills
- Excellent written and engaging verbal communication skills
- Strong multi-tasking and decision-making skills
- Metrics-driven and outcomes focussed mindset
- Willingness and ability to travel
- A ‘Can-do’ and ‘hands-on’ approach to delivering/exceeding customer expectations
- Relevant degree or diploma in hospitality / communications

**_ You may be required to travel intra or interstate with overnight stays, including weekends on short notice._**

**_ Our recruitment process includes National Police Check_**

**The benefits**:

- Salary packaging & tax benefits up to $15,900 tax free & additional $2,600 entertainment
- Career progression and development opportunities
- Range of employee benefits & discounts (300+)
- Supportive and collaborative work culture

APPLY NOW if you share our vision and values and want to join us in changing the face of Aged Care.

Are you ready to make every day the best it can be? APPLY NOW

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