Customer Relationship Manager

3 weeks ago

Mooloolabah, Queensland, Australia IRT Group Full time

About IRT Group

IRT Group is a leading provider of aged care and home care services in NSW, the ACT, and QLD. With over 50 years of experience, our mission is to improve the lives of older Australians by providing high-quality care and support in their own homes.

We're proud to have more than 40 communities and home care service hubs across our regions, and we're committed to creating an inclusive environment for all employees. Our team is passionate about delivering exceptional customer experiences and making a positive impact in the lives of our clients.

About the Role

The IRT Group Home Care Customer Relationship Manager (CRM) will play a key role in partnering with customers in their home environment to deliver a better quality of living. This is a unique opportunity for a self-motivated and results-focused professional to contribute to the growth of our Home Care business and ensure high levels of customer satisfaction in the Brisbane/Sunshine Coast region.

As a CRM, you will be responsible for managing the end-to-end customer journey, ensuring strong community awareness and engagement, and taking personal accountability for the performance and results of your assigned area. This will involve:

  • Investigating referrals and initially screening customers to assess eligibility and safe home access
  • Visiting all newly referred customers to discuss their expectations, possible goals, and services available through IRT at Home
  • Undertaking comprehensive assessments to ensure customers' needs and goals are articulated
  • Supporting customers to achieve their goals and coordinating services as required to optimize their wellbeing
  • Evaluating outcomes of case management with customers, reassessing as necessary, and scheduling agreed case management program plans
  • Maintaining impeccable customer care plans and documentation at all times
  • Assisting customers to develop and manage their CDC budgets
  • Assisting in data collection and record maintenance as required by funding bodies and the IRT Group Leadership team
  • Establishing and monitoring brokered services/contracts for quality and effectiveness to ensure they meet customer goals
  • Ensuring compliance with IRT Group Quality Reporting and all other legislative and organisational requirements
  • Supporting the growth of brand awareness and customer leads with local community service providers, medical professionals, ACAT, and other key stakeholders
  • Achieving Key Performance Indicators (KPIs) as assigned for the financial year, e.g., Home Care funds utilization targets

What We're Looking For

  • Tertiary qualifications in a related discipline
  • Case Management certification or working towards (desirable)
  • Extensive demonstrated experience in a CRM role, including complex needs assessment, care planning, and intervention strategies
  • Proven attention to detail
  • Well-developed analytical and problem-solving skills and the ability to apply these skills in case management
  • Experience working with people with dementia, young people with disabilities, and/or people with mental health issues
  • Proven verbal and written communication skills, including experience in writing reports, correspondence, and client records
  • Demonstrated ability to work collaboratively and be self-motivated
  • Current Driver's Licence

Benefits for You

  • Competitive pay and more cash in your pocket (less tax) with not-for-profit salary packaging
  • Flexible working conditions
  • Birthday leave - relax and take a day off on us
  • Professional and career development opportunities
  • Multiple career pathways
  • Discounted gym memberships
  • Free counselling via Employee Assistance Program (EAP) and staff wellness program

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