Delivery Excellence Champion

6 days ago

Brisbane, Queensland, Australia beBeeEmpathy Full time $95,000 - $110,000
Client Experience Manager Role Overview

We are seeking a highly skilled and experienced Client Experience Manager to champion excellence in service delivery by integrating data insights into every facet of our operations.

This dynamic role blends strategic oversight with hands-on operational coordination, ensuring that every client interaction is underpinned by strong data analytics, reliable systems, and proactive workforce management.

About the Job
  • Develop and implement data-driven workforce plans that align with service demand, compliance, and operational objectives.
  • Oversee end-to-end forecasting, scheduling, and rostering within a complex 24/7 care environment.
  • Utilise systems such as OneTouch, UKG, and Riskman to deliver real-time insights into workforce utilisation, turnover, productivity, service gaps, and recruitment forecasting.
  • Identify, analyse, and address reporting gaps to drive continuous improvement and evidence-based decision-making.
Key Responsibilities

The successful candidate will be responsible for:

  • Ensuring the delivery of responsive, person-centred services that respect each client's goals, preferences, and rights.
  • Fostering a culture of empathy and respect in every client interaction.
Leadership and Team Development

The Client Experience Manager will lead, coach, and develop a high-performing team of professionals dedicated to making a meaningful difference each day.

  • Lead, coach, and develop a high-performing team of Intake Officers, Rostering Coordinators, and Reception staff.
  • Promote a values-driven, inclusive, and supportive workplace culture.
Collaboration and Integration

The successful candidate will collaborate with internal teams and external partners to ensure integrated, seamless service delivery across the region.

  • Collaborate with internal teams and external partners to ensure integrated, seamless service delivery across the region.
  • Translate strategic objectives into actionable operational plans that elevate client outcomes.
Regulatory Compliance and Risk Management

The Client Experience Manager will ensure services are delivered in accordance with all regulatory and organisational requirements.

  • Ensure services are delivered in accordance with all regulatory and organisational requirements.
  • Maintain accurate documentation, support audit readiness, and proactively manage risks.

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