Service Delivery Executive

2 weeks ago

Mosman Park, Australia Rocky Bay Full time

About the Role

As a key member of our Community Division, you will be responsible for leading the South of the River portfolio at Rocky Bay, encompassing Mosman Park, Cockburn, Rockingham & Mandurah. This role offers an exciting opportunity to make a meaningful impact and drive seamless service delivery.

Key Responsibilities:

  • Work collaboratively with customers, their families/guardians, and stakeholders to ensure a cohesive experience.
  • Conduct thorough suitability checks to guarantee services are accurately costed, planned, and delivered in line with customer plans.
  • Manage waitlists across team leader areas to maintain responsive services.
  • Monitor and act on data throughout the customer journey, including customer plan utilization, entries, and exits from services.
  • Lead continuous improvement initiatives based on trends, customer feedback, and data insights.
  • Supervise direct reports, providing coaching, mentoring, and performance management.
  • Sustain a culture of service excellence by actively supporting team leaders and ensuring adequate resources through workforce planning.
  • Uphold and manage Rocky Bay's brand reputation, identifying and reporting potential risks.

Requirements:

  • Ability to engage in meaningful conversations with stakeholders and customers to understand needs and service requirements.
  • Highly developed organizational skills, with expertise in managing workload and meeting deadlines.
  • At least 3 years of experience in a management role.
  • Effective verbal and written communication skills, with confidence in presentation abilities.
  • Demonstrated commitment to a person-focused culture and delivering quality outcomes.
  • Experience in managing budgets and maintaining relevant financial records.
  • Strong computer skills, with proficiency in MS Office applications and Client Data Management systems.

Benefits Package:

  • A comprehensive range of employee benefits and wellness programs, including discounts on HBF Health, Alinta Gas, RAC assistance, and Commonwealth Bank products.
  • A great work-life balance.
  • The opportunity to bring a friend on board and receive a $2000 reward.
  • The purchased leave program, allowing up to 6 weeks of additional annual leave per year.
  • Salary packaging (up to $18,550) and leave loading (17.5% payable on annual leave).

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