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Customer Experience and Outcomes Director
2 months ago
We are seeking a highly skilled and experienced professional to lead our customer care and governance initiatives. As the Customer Experience and Outcomes Director, you will be responsible for developing and implementing policies, procedures, and guidelines to ensure exceptional customer experiences across our services.
Key Responsibilities- Restrictive Practices Management: Develop and implement a restrictive practices management system to reduce and eliminate the use of restrictive practices.
- Customer Outcomes and Experience Education: Collaborate with cross-functional teams to design and deliver customer outcomes and experience education programs.
- Regulatory Compliance: Liaise with external governance bodies to ensure adherence to regulatory standards and compliance requirements.
- Team Leadership: Lead and supervise a multidisciplinary team to achieve customer experience goals and objectives.
- Quality Improvement: Contribute to continuous quality improvement initiatives to reduce restrictive practices and promote positive support environments.
- Qualifications: Qualifications and/or full registration in a relevant allied health field, such as Psychology, Social Work, or Disability Studies, and/or extensive practice experience in person-centered care.
- Knowledge and Experience: Extensive knowledge and understanding of NDIS and associated State and Commonwealth legislation, guidelines, and standards related to restrictive practices management and positive behaviour support.
- Leadership and Communication: Excellent communication skills, both written and verbal, with the ability to liaise with diverse stakeholders in a sensitive and professional manner.
- Project Management: Demonstrated ability to lead and manage complex projects, with excellent organisational and problem-solving skills.
- Analytical Skills: Strong analytical skills, with the ability to collect and interpret data to inform decision-making and identify trends.
- Competitive Salary: A competitive starting salary with the incentive of NFP salary Packaging of $15,900 and an entertainment allowance of $2,650.
- Work-Life Balance: Work 40 hours per week and accrue one rostered day off (RDO) per month – that's 12 additional days of leave per annum.
- Professional Development: Grow through professional development opportunities and secondments working with some of the brightest minds in Australia.
- Supportive Culture: Work in a supportive community culture in our Welcome Centre.
