Client Experience Manager

3 days ago

Clarkson, Australia Home Instead Full time

**About this opportunity**

Home Instead is on the lookout for an additional dynamic and passionate Client Experience Manager to join our expanding Client and Service Excellence team, this will be in a “7-month Fixed Term Contract” position at our Clarkson office. As a key player in our growth journey, you'll be at the heart of supporting and empowering our Care Managers and Service coordinators, CAREGivers to deliver quality and exceptional service. Your role will be pivotal in fostering relationships and ensuring our clients receive the highest quality of care.

**We are a leading global brand.**

Home Instead support with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients’ needs and are committed to addressing the individual and national challenges of Australia’s ageing population.

Home Instead pride on building relationships between, through consistency of service and matching our CAREGivers to clients. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world. In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it’s personal.

**Why Join Us?**
- Work for a value-based organization that puts clients first
- Use your passion for aged care to create a service model to be proud of to make a difference
- Have your Birthday off to celebrate being you

**Key Responsibilities**:

- Manage and oversee the quality-of-care services being delivered to our clients
- Lead a small team of Client and Service coordinators, ensuring both teams work collaboratively for client and CAREGiver best outcomes
- Respond to daily needs of client health changes, services requests and general feedback, using a team of CAREGiver Coaches
- Share the positive feedback and stories with the wider network to celebrate and acknowledge your team
- Work alongside a team of other Service Leads on projects, growth strategy and quality outcomes.

**About you**
- Have previous experience in aged care in a Care Coordinator or a comparable role (essential).
- Be able to build strong relationships and rapport with our internal team and clients and always deliver exceptional customer service.
- Able to learn technologies quickly to interpret and analyze data.
- Have strong administration, communication, problem solving, time management and conflict resolution skills.
- Be flexible, adaptable, and able to remain calm under pressure to think on your feet with shifting priorities in an ever-changing environment.

**Australian work rights**

Applicants must have permanent rights to work in Australia with no restrictions.

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