Customer Service Manager

The Customer Service Manager is responsible for overseeing and managing the processes and resources of the Customer Service Team as the first point of contact for Southern Cross Care (SCC) clients as they consider accessing our services.

As the Customer Service Manager you are responsible for effectively managing a pipeline of suitable clients for vacancies across the Residential, Retirement Living, and Home Care portfolios, from initial contact, intake process, conversion, contracting, customer feedback, service transitioning, and complaints management.

**Key Result areas include**:
**Leadership**
- You will contribute positively to the overall culture and care of clients within the organisation through effective leadership to maximise client experience and retention.
- Actively develop and cultivate a culture of customer service to maximise customer value and positive experience.
- Structure and delegate tasks as appropriate to make optimal use of skills and resources
- Coach, mentor, and conduct performance appraisals for team members to develop and enhance their individual performance and job satisfaction.
- Demonstrate commercial awareness in planning and implementations to contribute to the success of SCC goals.
- Work towards SCC strategic plan objectives to assist the organisation to operate at optimum capacity.

**Client Experience**
- Ensure the client experience from the initial contact and any subsequent inquiries are
managed to a high standard to meet SCC objectives and values.
- Ensure proactive waitlist management and customer relationship building to support
attraction and retention of client opportunities.
- Ensure new enquiries are appropriately actioned to optimise customer conversion through inbound and outbound call management
- Ensure face-to-face tours, service assessments and introductions are managed appropriately and are consistent with the desired customer experience.
- Work with Facility Managers, Village Liaison Officers, Home Care Regional Managers, and Service Advisors to ensure appropriate management of clients from enquiry until they are settled into their new arrangements.

**Teamwork and Culture**
- Contribute positively to teamwork to achieve operational outcomes and promote a positive SCC workplace culture in alignment with SCC Values, Mission, and Vision.
- Lead a high-performing and engaged team to achieve agreed objectives and team goals.
- Encourage business teams to work together to provide the client with a consistent customer experience as they move across the continuum of care.
- Accountable for the management and development of direct reports and team, to
ensure the effective performance of the team.
- Maintain good relations with all team members, ensuring that employee relations matters are resolved including taking advice from People and Culture to ensure fairness and sensible team staff management.
- Ensure the Customer Service team acts in a positive and motivational manner, ensuring clear communication about work objectives and outcomes, resulting in a cohesive high performing team at the same time adhering to policy and procedures.

**Additional Key Areas include**:

- Sales and client conversion
- Innovation
- Strategic Planning
- Compliance
- Stakeholder relationships
- Work Health and Safety
- Self-Management
- Complaints Management

**Essential Criteria**
- Minimum 3 -5 years experience in managing customer service operations
- A passion for customer service with excellent communication and interpersonal skills.
- Ability to coach, influence and embed a customer centric and continuous improvement culture
- Excellent problem-solving and analytical skills, with the ability to identify trends and implement effective solutions
- Ability to manage workflow, prioritise, multitask and be highly organised.
- Detail oriented and structured.
- Ability to liaise with people at all levels.
- Enjoys working in a collaborative team/business. You are calm under pressure, approachable, reliable and possess a strong work ethic.
- You have a passion for leading, motivating and developing others and a mindset to build the overall team culture with encouragement.
- Intermediate PC skills.
- Extensive knowledge of customer service procedures and principles
- Strong computer literacy skills
- Proven Time Management skills
- Excellent communication skills (written and verbal)

**About Southern Cross Care (NSW & ACT)**
- We are a not-for-profit organisation with a mission to empower older people to ‘live life to the full’. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT._
- We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel_