Customer Experience Specialist

3 weeks ago

Sydney, New South Wales, Australia Kincare Full time

About Kincare:

We are a dynamic organisation dedicated to providing exceptional care services to our clients. Our team is passionate about delivering high-quality solutions that meet the evolving needs of our customers.

Role Overview

This 3-month secondment opportunity, commencing in January, offers a unique chance to drive billable hours and support customer journeys within our Community Home Support Program (CHSP). You will collaborate with stakeholders to manage requests, complaints, and escalations while adhering to established procedures.

Key Objectives

  • Drive Billable Hours: Maximise revenue opportunities within scope while supporting customer journeys.
  • Collaborate with Stakeholders: Manage requests, complaints, and escalations effectively by working closely with relevant teams.
  • Manage Incidents and Hazards: Identify and escalate incidents, hazards, and complaints according to organisational policies.
  • Ensure Clinical Situations are Escalated: Effectively escalate clinical situations to the appropriate team for timely resolution.
  • Invoicing and Fee Considerations: Manage invoicing inquiries, direct debit requests, and fee considerations efficiently.
  • Continuous Improvement: Implement corrective actions and ensure organisational compliance through continuous improvement initiatives.

About You

We are seeking an individual with a strong customer experience focus gained through previous work in CHSP or similar roles. The ideal candidate should have advanced written and verbal communication skills, ability to build strong internal relationships, and meet deadlines under pressure.

Requirements

  • A strong customer experience focus gained through working in CHSP or similar previous role.
  • Previous demonstrated experience in an office/administration role.
  • Advanced written and verbal communication skills.
  • Ability to build strong internal relationships including working within a multidisciplinary team.
  • Ability to meet deadlines and work under pressure and manage multiple priorities.
  • Strong organisational and analytical skills.
  • Ability to work independently and proactively, identifying issues and potential solutions.
  • Advanced computer skills including word, excel, power point, database management.

Salary Information

The estimated annual salary for this position is $85,000 - $95,000 AUD, depending on experience and qualifications.

Application Instructions

Please note that this opportunity is open only to internal candidates. If you are interested in applying, please seek endorsement from your current manager before submitting your updated CV.

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