Customer Engagement Manager

Exciting opportunity to drive customer centricity in a fast-growing organisation
- Lead the team responsible for customers first impression
- Join an established NFP with strong values, a community focus and great culture

***The role**

Reporting to the Head of Customer Experience you will be responsible for leading our customer contact team. The role focuses on delivering exemplar service to every customer, every time. You will work closely with our Data & Business Intelligence team to drive service improvements in a way which will define the journey and experience for our new and existing customers to live life well.

**What it’s like at ECH**
- We’re proud of what we do, we’re proud of how we work together and we’re proud of the impact that ECH has on people’s lives.
- We’re future focused. We don’t stay still. We are always in search of new ways to improve the lives of older South Australians.
- Our people drive our success and how we work together is as important as what we deliver.
- Diversity is in our DNA. We seek out and celebrate diversity in all its forms and tap into the richness of ideas, experiences, and perspectives that it brings.
- We grow our people. Everyone has the opportunity to grow, develop and build their career with ECH.
- At ECH we are integrating work and life. We are embracing technology and new ways of working which support a new level of flexibility for our people.
- Whether it be face-to-face, on-the-job, or online, we love learning because we know it makes us better.

**What you’ll be doing**
- Lead day-to-day performance of our customer contact centre delivering an exceptional service to our 10,000 customers across Independent Retirement Living and Home and Community Services
- Coordinate successful implementation of next phase of new telephony
- Develop short
- and long-term strategic plan for the team, with a focus on delivering internal efficiency, scalability, and process improvement.
- Analyse, manage and report on the performance of individual and team activity to improve efficiency
- Identify and respond to opportunities for staff development
- Identify ways to ensure we are easy to deal with in a complex industry
- Drive effective communication, business outcomes, engagement, with a high-performance approach within the team consistent with future requirements and ECH Strategic directions
- Participate in ongoing review of customer experience with the view to continually improve performance, service, quality, and processes
- Participate in resource management including recruitment, staffing, leave management, rostering, work allocation and attendance

**Click here for a copy of the Position Description**

**Who we’re looking for**

Someone who;
- Has passion for creating customer service excellence
- Proven leadership capability and experience leading customer support teams
- Demonstrated ability to develop and execute a team strategy focused on growth and scale
- Exceptional customer service and team engagement skills, with a focus on delivering excellent service outcomes and satisfaction
- Previous experience in leading, coaching and influencing a positive and supportive team culture
- Previous experience managing a customer contact centre
- Is an excellent communicator with the ability to thrive in a fast-paced environment

But also, someone who:

- Is kind, even if they’re a bit stressed out
- Likes what we do - caring for people in the community
- Is dynamic and energetic
- Is flexible and adaptable
- Loves diversity
- Will contribute their ideas and hard work to make ECH better every day.

**You will need**
- COVID-19 vaccination (including booster if eligible)
- A valid driver’s license

**It’d also be helpful if you had**:

- Valid police check within the last 3 years

If you don’t, that’s ok, we can help with this.

**More about ECH**

ECH is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $18,549 per annum to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted gym memberships).

You will be provided with full training and support including all equipment that is required to succeed in this role.

If you need more reasons to want to join ECH, have a look through our website to see the amazing ways in which we support ageing South Australians. While you are there, check out the videos on our Employment page from some of our amazing staff and hear about their jobs and why they love working for ECH.

So, if you think this might be the job for you and you feel aligned to who we are and what we do please APPLY NOW by filling in your personal details and answering the questions below, along with submitting your cover letter and Resume/CV on the next page.

Applications close: 1st May at 5pm, and should be addressed to Pooja Shah, Recruitment Officer. We will be reviewing applicants as they come in and will act quickly to secure the rig