Consumer Support Manager

8 months ago

Dingley Village, Australia Access Aged Care Full time

**About Us**:
Access Telehealth is a business built by medical professionals, designed to enhance and improve health outcomes by supporting medical practitioners, and communities across Australia.

Access Specialist provides rural and indigenous Australians with specialist video appointments via referral from their GP.

Access NDIS provides participants with Allied Health services via videoconference, allowing for care to be received from the safety and comfort of their home.

Access Aged Care is a leading aged care service provider committed to enhancing the lives of our elderly residents. We believe in delivering person-centred care with dignity, respect, and compassion. Our dedicated team of professionals works tirelessly to ensure the well-being and happiness of our residents, fostering a warm and supportive environment for them to thrive.

Are you passionate about making a real difference in people's lives? Do you thrive in a fast-paced, innovative environment? Join us at Access Aged Care as a Consumer Support Manager and be the driving force behind providing exceptional support and guidance to our valued consumers and their families.

**Role Overview**:
As a Consumer Support Manager at Access Aged Care, you'll be the first point of contact for our consumers and their families, ensuring they receive the support and assistance they need. Based at our head office in South-east Melbourne (Dingley), this role offers an opportunity to lead, inspire, and grow within a dynamic team that is transforming healthcare delivery in Australia.

**Key Responsibilities**:

- Manage, train, and coach consumer support representatives to cultivate a high-performing team.
- Set performance expectations, provide feedback, and conduct regular evaluations.
- Handle escalated consumer inquiries and resolve complex issues to achieve timely and satisfactory resolutions.
- Build and nurture strong consumer relationships by understanding their needs and offering personalized assistance.
- Establish and communicate consumer support standards, policies, and procedures to the consumer team.
- Monitor and ensure adherence to service quality, response times, and problem-resolution guidelines.
- Continuously assess consumer support processes and identify opportunities for enhancement.
- Implement efficient workflows and automation to elevate the consumer experience.
- Provide ongoing training to consumer support representatives to elevate skills and product knowledge.
- Cultivate a culture of continuous learning and professional growth within the team.
- Track and analyze consumer support metrics, including response time, resolution rate, and satisfaction scores.
- Generate regular reports and insights to identify trends and areas for improvement.
- Collaborate with cross-functional teams like sales, marketing, and product development to address consumer needs and feedback.
- Collect consumer feedback, evaluate suggestions, and communicate insights to relevant departments for process or product enhancement.

**Benefits**:

- Full-time position.
- Located in central Dingley.
- Great culture, facilities, and working environment.
- Rare management opportunity where you can make your mark and be well supported.
- Competitive remuneration on offer.

**About You**:
As an individual focused on consumers, you'll be driven to deliver outstanding support outcomes that create a positive and lasting impact. Additionally, you will possess:

- Proven experience as a Consumer Support Manager or in a similar leadership role.
- Desirable experience in aged care or healthcare.
- Strong interpersonal and communication skills to engage with consumers and team members effectively.
- Problem-solving abilities and a consumer-centered mindset.
- Proficiency in consumer support software and tools.
- Analytical skills to interpret data and make informed decisions.
- Leadership skills to motivate and inspire your team.
- Adaptability and flexibility in managing evolving consumer needs and priorities.
- Understanding of consumer support best practices and industry trends.

To apply, please submit your resume and a cover letter detailing your relevant experience and why you're the ideal fit for this role.

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