Leader in Client Success

2 weeks ago

Sydney, New South Wales, Australia beBeeClientExperience Full time $261,760 - $291,200
Client Experience Lead

We are passionate about delivering person-centered care. As a leading NDIS provider, we are committed to finding highly principled people who can deliver responsive and creative support to our clients in their everyday lives.

Key Responsibilities

The Client Experience Lead will work as part of a local team to provide an excellent end-to-end client experience. This role is responsible for ensuring participants and support workers get more out of life.

This involves recognizing the intrinsic value of having a system to monitor and address issues as they arise for clients. You will coach and support the team to ensure correct practice and procedure is followed and documented.

You will be pivotal in reviewing the quality of documented practice, demonstrating that we oversee the quality of supports being provided and troubleshooting as required.

Requirements
  • Understanding process and how these support practice and management of complex supports.
  • Ensuring appropriate plans have been followed, issues noted, and plans updated to reflect actual requirements of practice.
  • Quality information capture, response, and escalation using identified processes and systems.
  • Solutions-focused thinking and a critical approach to problem-solving.
  • Comprehensive understanding of what client success looks like and ability to work collaboratively.
  • Disability sector knowledge and experience with high physical needs, complex care, and critical care needs participants.
About You

- Service-focused with strong people leadership and management skills.

- Results-driven and solutions-focused with a critical thinker's mindset.

- Client service experience with comprehensive understanding of client success and ability to work collaboratively.

- Disability sector knowledge and experience with high physical needs, complex care, and critical care needs participants.

- System-savvy and comfortable following policies and procedures.

What We Offer

- A role with true purpose: see how you make a difference in people's lives every day.

- Opportunities for growth: up-skilling, training, and networking to ensure constant career development.

- Supportive team with a positive culture.

- Real flexibility.

Requirements

- NDIS workers screening check.

- Working with children check.

- First aid and CPR certificate.

- Certificate III or IV in individual support, disability, or equivalent.

- Australian driver's license and fully insured vehicle.

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