Customer Experience Manager

6 days ago

Sydney, New South Wales, Australia WorkFocus Australia Full time

WorkFocus Australia is a leading provider of services to prevent and minimize the social, physical, psychological, and financial consequences of injury and illness.

We have impacted the lives of over 100,000 Australians since 1989 and are proud to be part of the MedHealth Group, a family of industry-leading health, medical, and employment enterprises.

This role offers a unique opportunity to join our team of allied health professionals who champion the health benefits of good work and support people through the recovery process.

The Customer Experience Manager will play a key role in establishing and managing stakeholder relationships to ensure growth via exceptional customer service within our Compulsory Third Party (CTP) division.

You will work alongside our national CTP customer experience team to deliver innovative and flexible solutions to our customers.

Key Responsibilities:

  • Represent WorkFocus as the single point of contact for all lines of communication and support for our CTP customers.
  • Responsible for achieving referral and revenue targets via exceptional customer service and high-quality service delivery.
  • Collaborate with operational management to ensure areas of improvement are embedded into service delivery, including driving internal case management and customer service capabilities.
  • Explore and understand customer needs and develop solutions to overcome challenges.
  • Represent WorkFocus in public forums and on various committees as required.

Requirements:

  • Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehab Counselling, or other equivalent allied health/work health and safety professions desirable.
  • Minimum of three years of CTP scheme industry experience essential.
  • Strong understanding of customer drivers and customer service in work and wellness services.
  • Commercial acumen to drive business growth, profitability, quality initiatives, and marketing activities.
  • Exceptional organizational and time management skills.

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