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Customer Relationship Manager
2 months ago
IRT Group is a leading provider of aged care and home care services in Australia. With over 50 years of experience, we have established a reputation for delivering high-quality care and support to our customers.
About the RoleThe Customer Relationship Manager will play a critical role in ensuring the success of our Home Care business in the ACT region. This is a unique opportunity for a self-motivated and results-focused individual to contribute to the growth of our business and make a real difference in the lives of our customers.
Key Responsibilities- Manage the end-to-end customer journey, ensuring that customers receive the highest level of care and support.
- Contribute to the development of strong community awareness and engagement, promoting our services and building relationships with key stakeholders.
- Take personal accountability for the performance and results of their assigned area, ensuring that targets are met and exceeded.
- Investigate referrals and assess eligibility and safe home access for customers.
- Visit customers in their homes, discuss their expectations and goals, and provide information about our services.
- Undertake comprehensive assessments to ensure that customers' needs and goals are articulated and met.
- Support customers to achieve their goals and coordinate services as required to optimize their wellbeing.
- Maintain accurate and up-to-date customer records and care plans.
- Assist customers to develop and manage their budgets and ensure compliance with funding requirements.
- Establish and monitor brokered services and contracts to ensure quality and effectiveness.
- Ensure compliance with all legislative and organisational requirements.
- Support the growth of brand awareness and customer leads through local community service providers, medical professionals, and other key stakeholders.
- 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 and analytical and problem-solving skills.
- 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.
- 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.
