Customer Relationship Manager

1 week ago

District of Belconnen, Australia IRT Full time

About IRT

IRT is a leading provider of community-owned services for older Australians, with a mission to improve the lives of over 9,100 people every day in NSW, the ACT, and QLD. With over 40 communities and home care service hubs, IRT is committed to creating an inclusive environment for all employees.

About the Role

The IRT Home Care Customer Relationship Manager will partner with customers in their home environment to enable them to fulfill a better quality of living while remaining at home. This role offers a unique opportunity for a self-motivated and results-focused individual to contribute to the growth of the IRT Home Care business and ensure high levels of customer satisfaction in the ACT region.

Key Responsibilities

  • Investigate referrals and screen customers to assess eligibility and safe home access
  • Visit newly referred customers to discuss their expectations and services available through IRT at Home
  • Conduct comprehensive assessments to ensure customers' needs and goals are articulated
  • Support customers to achieve their goals and coordinate services as required
  • Evaluate outcomes of case management with customers and schedule agreed case management program plans
  • Maintain impeccable customer care plans and documentation
  • Assist customers to develop and manage their CDC budgets
  • Collect and maintain data as required by funding bodies and the IRT Home Care Leadership team
  • Establish and monitor brokered services/contracts for quality and effectiveness
  • Ensure compliance with IRT Home Care Quality Reporting and legislative requirements
  • Support the growth of brand awareness and customer leads with local community service providers and stakeholders
  • Achieve Key Performance Indicators as assigned for the financial year

Requirements

  • Tertiary qualifications in a related discipline
  • Case Management certification or working towards (desirable)
  • Extensive experience in a CRM role, including complex needs assessment, care planning, and intervention strategies
  • Proven attention to detail and analytical skills
  • Experience working with people with dementia, young people with disabilities, and/or people with mental health issues
  • Proven verbal and written communication skills
  • Demonstrated ability to work collaboratively and be self-motivated
  • Current Driver's Licence

Benefits

  • Competitive pay and salary packaging
  • Flexible working conditions
  • Birthday leave
  • Professional development opportunities
  • Discounted gym memberships
  • Employee Assistance Program and staff wellness program

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