Manager, Member Services

4 days ago

Sydney, Australia The Royal Australasian College of Physicians Full time

Posted: 22/08/2024

Closing Date: 02/09/2024

Job Type: Fixed Term Contract

Location: Sydney CBD

Job Category: Call Centre and Customer Service

**About the RACP**
The Royal Australasian College of Physicians (‘RACP’) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals.

**Our Values**
Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect

**Why Join Us?**

Our 3-2-1 Hybrid Working model:

- 3 days from anywhere in Australia or Aotearoa New Zealand per week,
- 2 days from an RACP office location per week,
- 1 of the two days per week in office spent with your team.
- Maximum term contract until April 2026
- Lead a diverse team
- Great Sydney CBD location

**The Role**

This role is responsible for improving member experience and value through developing and implementing a range of products and services. The role manages employees in the College Contact Centre team and is the business owner of the College’s BI Hub. This role uses a continuous improvement model to develop and deliver products and service to members and College employees.

Responsibilities include:

- Oversight of the operations of the College’s Contact Centre team, ensuring KPIs across channels are met and members experience a high level of customer service.
- Co-ordinate the development, implementation and continuous improvement of a range of RACP products and services in line with College strategy by collaborating with key internal and external stakeholders;
- Undertake, analyse and disseminate research on member satisfaction and drivers for member satisfaction and value and use this data to make recommendations about new and/or amended products, services and customer relationship management practices that improve member experience and value;
- Contribute leadership and expertise about member experience and the value of the RACP to members across the College;
- Responsible for the management of the BI Hub team to enable the College to manage data as a strategic asset and to support data driven decision making.
- Lead projects to enhance member experience, in accordance with the College Project Management framework as required.
- Participate as an active member of cross-departmental working groups charged with improving team alignment, capability and processes;

**Desired Skills and Experience**:

- Project Management experience
- Experience in Omnichannel Contact Centre operations
- Strong customer focus, driven to meeting the expectations of customer and the resolution of issues.
- Knowledge of marketing principles and techniques
- Knowledge of customer experience propositions and how to meet customer needs
- Understanding of market segmentation studies and data analysis, metrics and buying trends, segments and profiles and the appropriate products for different segments
- Strong data governance and data analysis knowledge with experience using this to inform business operations and decision-making
- Strategy development and execution / delivery

**To apply, submit your CV by COB 2 September 2024.

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