Customer Journey Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeTransition Full time $90,000 - $120,000

About Us

We strive to provide a place for everyone to call home.

Our mission is to create modern, purpose-built homes in vibrant communities where residents feel connected and proud.

Job Description

The Intakes & Transitions Manager will oversee the full participant journey from initial enquiry and eligibility checks through to tenancy.

This role ensures residents experience a seamless and supported transition into their new home.

You will also contribute to community building, foster strong relationships, and implement initiatives to enhance tenant satisfaction and loyalty.

Key Responsibilities
  • Business Development and Partnerships
    • Attend industry events and stakeholder meetings as required
    • Assist in lead generation from initial outreach through to signed collaboration agreements
    • Work alongside the Head of Growth to launch new sites successfully and fill vacancies efficiently
  • Community Engagement & Intakes
    • Manage participant journeys from BD handover to tenancy, ensuring smooth transitions
    • Conduct initial assessments, reviewing participant plans & profiles and verify SDA or CHP eligibility & funding
    • Work alongside the Tenancy & Asset Management team to conduct regular site visits and tours with potential participants and stakeholders
    • Maximise CRM efficiency to optimise contact strategies and gain customer and business insights
    • Support vacancy reporting and funding set-up in Proda/PACE to ensure timely claims processing
    • Work with the Finance team to ensure new participants endorse MyLife Housing/Habitat SDA as their SDA provider
    • Liaise with participants and/or Support Coordinators regarding new and updated NDIS plans
    • Provide lead and vacancy data and commentary for fortnightly meetings and management reports
  • Tenancy & Retention
    • Support the tenant retention strategy, including newsletters, mini strata, discounts, events and other engagement initiatives
Capabilities and Experience
  • A collaborative and proactive individual who thrives in a dynamic organisation
  • Strong customer relationship and stakeholder management skills
  • Minimum three years demonstrated experience in transitions, or business growth and development
  • Solution-focused with well-developed problem-solving skills
  • Outstanding written and verbal communication and influencing skills
  • Values that align with our core principles
  • Working knowledge of CRM systems and Microsoft Office suite
  • A current NSW Drivers Licence and willingness to travel to various locations
  • Relevant NDIS screening checks maintained and current
Desirable Skills
  • Experience in SDA or NDIS (or a strong desire to learn and grow in the sector)
  • An understanding of the NDIS, particularly in relation to SDA
  • The ability to read and interpret Allied Health Reports, e.g. Occupational Therapy reports
  • Experience navigating NDIA funding and NDIS systems; background in social, community, affordable or disability housing

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