Customer Engagement Lead

1 week ago

Brisbane, Queensland, Australia beBeeLeadership Full time $95,000 - $130,000
Job Description

Your primary responsibilities will involve engaging with customers to review and develop the Customer Feedback Framework. You will need to maintain close working relationships with senior personnel and customers to ensure satisfactory coordination and resolution of customer feedback, including complaints and concerns.

You will be responsible for managing the complaint and compliment management process, ensuring the rights and legitimate interests of both the customer and eHealth Queensland are protected.

Additionally, you will provide leadership to assure the customer feedback management process aligns with the eHealth Customer Engagement Strategy and Communication Strategy.

You will monitor, analyse, and report on customer feedback data to identify current and emerging issues and trends in customer feedback. This information will be used to work with relevant service owners to develop customer-centred strategies and processes for service improvement.

Required Skills and Qualifications
  • Demonstrated experience in contemporary customer engagement, business development, and/or communications strategy.
  • Progressive knowledge or ability to rapidly obtain knowledge of the customer feedback management process.
  • Proven relationship management skills, including the ability to work collaboratively with key internal and external stakeholders to promote and connect customers to relevant products, services, and specialist IT expertise.
  • Demonstrated high-level skills in negotiation, consultation, conflict management, and investigatory skills with a wide range of stakeholders.
Benefits

You will enjoy a variety of benefits, including:

  • Competitive salary + generous superannuation and leave loading
  • Flexible working arrangements
  • Diverse work culture
  • Career training and development

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