Client Experience Manager
4 weeks ago
We are a not-for-profit organisation that has been empowering generations of Queenslanders for over 150 years. Our mission is to provide care, compassion, and hope to those in need. We are committed to building an inclusive and diverse workforce and encourage applications from Aboriginal and Torres Strait Islander people, those from culturally and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities, and people with a lived experience of mental health issues.
Job Title: Client Experience ManagerWe are seeking a highly skilled and experienced Client Experience Manager to join our team. The successful candidate will lead our commitment to listening to, hearing, and responding to client voices across a diverse range of services. You will be supported by a skilled and experienced team, including the Client Voice Lead, Client Service Centre Lead, and Operations Coordinator.
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.
You will be 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 be able to work with data and interpret it into meaningful formats. Ideally, you have experience in the not-for-profit or healthcare sector, where you can leverage your knowledge of client experience to drive increase in client satisfaction and innovate and influence the function of CX at Anglicare.
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.
- A competitive salary package.
- As a not-for-profit, salary sacrifice up to $15,900 of your salary for living expenses tax-free, plus an additional entertainment card (accommodation, meals, etc.) up to $2650 tax-free.
- Flexible work-life balance, with the option to work from home or remotely from other services as business needs allow.
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