Consumer Support Manager

Competitive remuneration
- South-East office location
- Make a meaningful impact in Australia's communities

**Consumer Support Manager**:
**About Us**:
At Access Telehealth, our mission is clear: to connect people with healthcare seamlessly. Founded by medical professionals, we're pioneering the healthcare sector with a commitment to delivering exceptional healthcare solutions. With substantial growth in recent years and ongoing expansion in 2024, we are at the forefront of transforming healthcare accessibility.

Through a robust network of clinicians in General Practice, Allied Health, Nursing, and Specialties, we strive to improve health outcomes across diverse communities. This includes Rural and Remote Australians, Indigenous Communities, Aged Care Residents, and NDIS Participants.

**Role Overview**:
Based in vibrant South-East Melbourne, we are on the hunt for a talented Consumer Support Manager who is ready to make a genuine impact on people’s lives. In this role, you will have the opportunity to design, implement, and monitor key consumer inquiries, taking full ownership of the resolution process from start to finish.

Your analytical skills will shine as you assess query volumes and types, enabling you to develop effective response strategies and escalation pathways for the team. You will also play a crucial role in providing ongoing training and development, ensuring that our team consistently delivers timely and clear resolutions. By building and maintaining the highest standards of customer service, this will ensure that every interaction reflects excellence. Continuously strive to exceed expectations and foster a culture of customer-centricity within the team.

**Key Responsibilities**:

- Design, establish, and track key consumer queries, ensuring ownership of the end-to-end resolution process.
- Analyse query volumes and types to develop appropriate response strategies and escalation points for the team.
- Provide ongoing training and development to ensure the team handles the most common queries consistently concisely.
- Maintain high standards of customer service through continuous improvement and team development.
- Build and maintain strong consumer relationships by understanding their needs and providing personalised assistance.
- Handle escalated consumer enquiries and resolve complex issues, ensuring timely and satisfactory resolutions (across department collaboration).
- Collect consumer feedback, evaluate suggestions, and communicate insights to relevant departments for process or product improvement. (across department collaboration)
- While an initial learning and manual approach is expected, we are a tech-enabled business and encourage all solutions, in the medium term will evolve into (highly) automated processes where possible. We encourage the leverage of technology to enhance efficiency and streamline workflows for long-term scalability.
- Design and implement efficient workflows and automation to enhance the overall consumer experience.
- Manage, train and coach existing representatives to develop a high-performing team.
- Set clear performance expectations, provide feedback, and conduct regular performance evaluations.
- Foster a culture of continuous learning and professional growth within the team and across departments.
- Establish and communicate consumer support standards, policies, and procedures to the team.
- Monitor and ensure adherence to service quality, response times, and problem resolution rate, and consumer satisfaction scores.
- Generate regular reports and insights to identify trends and areas needing further improvement or investment.

**Benefits**:

- Full-time position.
- Located in central Dingley.
- Great culture, facilities, and working environment.
- Rare management opportunity where you can make your mark and be well supported.
- Competitive remuneration on offer.

**About You**:
***As a consumer-focused individual, you will be passionate about delivering exceptional consumer support outcomes that leave a positive and lasting impression. In addition, you will have:

- Proven experience as a Consumer Support Manager or in a similar leadership role.
- Aged care or Healthcare experience desirable.
- Strong interpersonal and communication skills with the ability to effectively interact with consumers and team members.
- Problem-solving abilities and a consumer-focused mindset.
- Proficiency in consumer support software and tools.
- Analytical skills to interpret data and make informed decisions.
- Leadership skills with the ability to motivate and inspire a team.
- Adaptability and flexibility to manage changing consumer needs and priorities.
- Understanding of consumer support best practices and industry trends.

To apply, please submit your resume and a cover letter detailing your relevant experience and why you're the ideal fit for this role.

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