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Client Experience Manager
2 months ago
Anglicare Southern Queensland is a leading provider of care and support services, dedicated to empowering individuals and communities across Queensland. With a rich history spanning over 150 years, we have established a reputation for delivering high-quality services that make a tangible difference in people's lives.
Job Title: Client Experience ManagerWe are seeking an experienced Client Experience Manager to join our team, reporting to the Chief Client Officer. This is a brand-new, full-time permanent position based in our modern office in Fortitude Valley.
Key Responsibilities:- Design and implement a customer experience framework aligned with organisational goals to boost satisfaction, loyalty, and advocacy.
- Collaborate with internal teams and external partners to understand their needs and deliver services that exceed customer expectations.
- Monitor and improve performance by setting and tracking key performance indicators to continuously enhance customer experience metrics.
- Optimise customer journeys by streamlining touchpoints and workflows to improve efficiency and remove pain points.
- Empower and train staff to ensure consistent delivery of outstanding customer experiences across the organisation.
- Leverage data and feedback to identify trends and opportunities, integrating these insights into strategic decisions.
- Drive innovation by utilising technology and digital solutions to elevate customer interactions and services.
- Ensure swift issue resolution by overseeing the resolution of customer complaints and concerns, ensuring timely and satisfactory outcomes.
We are looking for an engaging and respected leader with excellent people skills and the ability to engage, influence, and partner strategically with senior leaders and multi-skilled teams in a complex, service-focused environment. You will have sound judgement and analytical skills, with the ability to understand and apply data and research to strategic decision-making.
What We Offer:- A supportive, passionate manager and a fantastic, collaborative team.
- The unique opportunity to make this role your own and help shape the future of Anglicare Southern Queensland.
- A chance to support, lead, and mentor a diverse team of passionate people.
- An opportunity to be involved in the strategic and operational direction of an organisation that began 150 years ago and help us create an even brighter future for our clients and staff.
- Competitive salary package.
- Flexible work-life balance, with the option to work from home or remotely from other services as business needs allow.
If you're ready to lead with purpose, make a tangible difference in people's lives, and join a team passionate about their work, apply online with your resume and a cover letter outlining your suitability, interest, and capability to meet our requirements and answer our brief application questions.
