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Customer Service Manager

4 months ago

Hawthorn, Australia Access Health and Community Full time

Customer Service Manager,12 Month Fixed-Term Position
- Not for Profit with salary packaging benefits & work life balance
- Collaborative and highly supported team environment

**About Access Health & Community**

With a history of 150 years and caring at our centre, our mission and commitment is to build healthier lives within our communities and to deliver excellent health and community services for all. We have a dedicated and experienced team of over 300 employees and 200 volunteers operating across 18 locations. Our people are the centre of everything we do, making a contribution to the wellbeing of the community every day through our work, making a difference every day to those that need it most.

**The Opportunity**

This is an amazing opportunity to join our thriving community health care organisation and to work within a truly supportive and value-based culture and engaged workforce. The Customer Service Manager will lead and provide a pivotal onsite presence to support the Customer Service Team in the delivery of a consistent and exceptional customer service experience, and to ensure that our sites are a safe, welcoming and a barrier free appropriate environment for our people and customers.

The successful applicant will work closely with the Service Connection Manager to embed a consistent and welcoming informative customer service experience as the first point of contact for our clients, supporting and connecting them to all of our AccessHC services. The Customer Service Manager will provide efficient administrative support to operations, by coordinating initiatives and activities across all of the Ashburton, Doncaster, Hawthorn, Templestowe, Trentwood and Richmond sites.

**What you will be doing**
- Develop, implement and review team policies and procedures to embed best practice customer service principles across all AccessHC sites
- Conduct regular quality monitoring of team activities to ensure that these align with customer service principles
- Provide outstanding leadership and mentoring to embed a customer service culture within the team
- Report on the Customer Service KPI’s to the Management team
- Be the escalation point of contact for customer complaints and provide effective complaint resolutions
- Management of roster and allocate team resources to ensure appropriate coverage of all sites
- Provide leadership to the Customer Service team in accordance with the organisation’s core capability framework
- Proactively monitor, measure and report on the Customer Service team’s financial and service performance
- Develop and manage budgets effectively including the management of resource allocation
- Work closely with the Service Connection Manager to embed a uniformed and consistent approach of the first point of contact for our clients

**What you bring**
- Experience within the community health system is preferred
- Demonstrated operational management and budget management experience
- Management experience and/or qualifications within a community health context
- Demonstrated knowledge of the health and community services sector
- Demonstrated experience in engaging with staff and the community to be able to deliver a barrier free service
- Demonstrated experience in stakeholder engagement with proven ability to engage, negotiate and influence others to achieve outcomes
- An understanding of Medical Director, Pracsoft and Titanium is desirable.
- Experience of developing systems and processes that embed excellent customer service

**Attributes**
- A people centred manager - with a heartfelt community focus, and driven by shared values of respect and equity
- Ability to ensure and lead a culture of collaboration, and an engaged effective working relationship with staff, leaders and the community
- An ability to work sensitively with people of diverse cultures, abilities, ages, sexualities and gender identities
- Excellent interpersonal skills that enable you to engage with our people and communities so they feel heard and fully understand and address accessibility issues
- Ability to create team environments where innovation and creativity are fostered and rewarded
- A positive lens on people’s strengths and champion individual and team development to promote a culture that offers time, resources and opportunities for people to develop and thrive
- Ability to identify opportunities and to work in collaboration with other teams and departments to deliver outcomes
- Works to overcome barriers to knowledge or information sharing
- Can maintain a quality of performance in tight timelines and be compassionate in meeting consumer needs

**AccessHC Culture and Benefits**

**_ The reasons why people love working at AccessHC:_**

Not only will you benefit from a rewarding and challenging career; you will thrive in our collaborative and supportive culture where you will make a positive difference each day giving back to those that need it most.

**Enjoy the extensive AccessHC range of