Client Experience Manager

3 days ago

Ferntree Gully, Australia Home Instead Full time

**We are a leading global brand**

Home Instead help 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. 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.

**About the role**:
Are you an experienced leader with a passion for empowering teams to deliver excellence? We’re looking for an inspiring **Client Experience Manager** to join our dedicated Home Instead Melbourne Outer East and Glen Waverley team.

In this senior leadership role, you’ll focus on guiding and supporting our Client Experience Team to achieve exceptional outcomes while driving business growth. You will lead efforts to attract new clients and enhance customer satisfaction. By fostering a culture of collaboration and continuous improvement, you’ll ensure our team delivers high-quality care and services that meet the Aged Care Quality Standards.

**Why join us?**
- Annual Appreciation Day
- Monthly Massages
- Birthday Day Off after 12 months
- Support a team environment with ongoing learning and development.
- A rewarding career where you can make a positive difference in the lives of seniors and their families.
- Opportunity to develop your leadership skills.

**Key Responsibilities**:

- Represent the business as a professional leader in the aged care sector, and as an advocate of our brand and business model within the local community.
- Provide day-to-day leadership for the Client Experience and Service Enquiry teams to ensure client satisfaction and business growth.
- Lead and manage client acquisition strategies to support the growth of the business and deliver exceptional client experiences.
- Conduct care plan and Approved Service Provider audits to ensure compliance with Aged Care Quality Standards.
- Provide regular performance management and day-to-day coaching/mentoring of team members to achieve high performance.
- Project manage the implementation of required processes and standards to meet industry and legal requirements.
- Review client feedback and data to understand business drivers and develop strategies for sustainable growth.
- Lead care management operations to ensure client services are of a consistently high standard.

**Qualifications & Experience**:

- Extensive Home Care Package experience is essential.
- Tertiary qualifications in a health-related discipline in either nursing, social work, allied health, or related discipline is desired.
- Knowledge and experience of community-based care and support services.
- Previous experience leading & coaching a team is a must.
- Experience in identifying, coordinating, and managing care services for home care clients (aged or disability).
- Understanding of Aged Care and Disability related legislation and regulations for home care services.
- Highly efficient and organized with proven time management skills.

**Australian work rights**
- Applicants must have permanent or temporary rights to work in Australia with no restrictions.

Li-onsite

This is an onsite position.

  • Client Experience Lead

    1 week ago

    Ferntree Gully, Australia Home Instead Full time

    **We are a leading global brand** Home Instead help 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....

  • Client Care Coordinator

    6 days ago

    Ferntree Gully, Australia Hear for life pty ltd (Always Hear) Full time

    Join Always Hear as a Client Care Coordinator and be a part of a team that breaks down the stigma surrounding hearing loss with our community. Are you passionate about positively influencing individuals' lives? Always Hear transcends traditional retail approaches, focusing on revolutionizing hearing health to empower clients in embracing life fully....

  • Lead Client Care Coordinator

    1 day ago

    Ferntree Gully, Australia Home Instead Full time

    **We are a leading global brand** Home Instead help 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...

  • Head of Customer Experience

    2 weeks ago

    Ferntree Gully, Australia Robot My Life Full time

    **Head of Customer Experience** This role would suit someone with Customer Service Management experience who has exceptional leadership, time management, and customer service skills. We are a fast-growing organization selling home robotics products in Australia and Overseas and we are seeking a Head of Customer Experience. Your role will be hands-on as...

  • Field Manager

    14 hours ago

    Ferntree Gully, Australia Service Stream Full time

    Primary Location Ferntree Gully - Maintenance Services Job Description Summary The Field Manager will contribute to the project through managing the VIC Network Maintenance field workforce across multiple work types and clients, reporting into the Victorian Manager. About the Role Service Stream is looking for a Field Manager that is willing and able to...

  • Practice Manager

    1 week ago

    Ferntree Gully, Australia Global Veterinary Careers Full time

    Practice Manager - Veterinary Clinic GVC are looking for an experienced Practice Manager for our Veterinary client based in Melbourne's East. They currently have an opportunity for an experienced Practice Manager. Our client operates a well-established small animal practice, located in Furntree Gully. The practice provide exceptional and professional...

  • Care Manager

    2 weeks ago

    Ferntree Gully, Australia Dovida Full time

    **ABOUT US** Dovida is a national provider of high-quality, person-centred home care. We provide a range of services including everyday companionship, domestic assistance, personal care, meal preparation, medication reminders, and transport to appointments, shopping, and social outings. At Dovida, our mission is to support, empower, and uplift individuals...

  • Care Manager

    2 weeks ago

    Ferntree Gully, Australia Home Instead Full time

    **We are a leading global brand** Home Instead help 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....

  • Store Manager

    1 week ago

    Ferntree Gully, Australia Retailworld Resourcing Full time

    Monday - Friday roster with no late nights! - Be a part of the best-known and most respected animal welfare organisation. - Generous discount on products and services, including Royal Canin, Hush Puppies **Our Client** Our client is a non-government, community-based, not-for-profit organisation whose vision is ‘ending cruelty to all animals’. Our...

  • Clinical Case Manager

    2 weeks ago

    Ferntree Gully, Australia Each Full time

    **Part-Time (0.8FTE) & Full-Time position available + Hybrid working conditions**: - **12-month maternity backfill position**: - **Work from our Ferntree Gully office (Woiwurrung, Boon Wurrung & Bunurong Nations) + Travel when required**: - **$51.76 per hour + Generous **Salary Packaging** benefits of up to $18,550** **What you’ll be doing** Are you...