Client Engagement Manager

17 hours ago

Hallam, Australia Trusted Care Partners Full time

Location: Hallam VIC
- Salary: $90,000 - $95,000 + super
- Permanent Full Time position

**Your role**

As a Client Engagement Manager with Trusted Care Partners, you will be responsible for creating and nurturing long-term relationships with customers and execute overall management responsibility around client implementation. You will resolve any issues that arise to ensure customers are satisfied with our services.

You will be a permanent full-time member of the Operations team, supported by the Chief Commercial Officer.

**How you will make an impact**
- Develop and manage relations with business lines at multiple levels in organisations
- Writing and creating care plans for our participants
- Evaluate and execute client engagement business analysis
- Develop and manage relations with key client stakeholders
- Identify initial solution requirements through discovery sessions with clients
- Assign tasks to team members
- Identify and express prospective implementation risk and mitigations.
- Create service agreement plans to address clients’ needs
- Schedule regular meetings with customers to ensure they are satisfied
- Act as point of contact for complaints and escalate issues as appropriate
- Ensure both the company and clients adhere to contract terms
- Study competition to find new ways to retain customers
- Collaborate with internal teams (e.g., Operations, People & Culture, Finance, Property, senior management) to address customers’ needs
- Comply with Trusted Care Partners Policies and Procedures as applicable to your role
- Other duties as required by the business

**Who you work with**
- Our people leaders, our employees, and your colleagues in the Operations team
- Government & community organisations, health professionals, family, friends, and carers

**What we are looking for**
- Proven experience as a Client Engagement Manager or equivalent
- Experience tracking relevant KPIs (e.g., customer satisfaction)
- Experience working within the disability or health care sectors
- Experience working with, and providing for the day-to-day support and healthcare of people with physical and other disabilities
- Demonstrated understanding of, and ability to implement the Disability Services Act and Standards
- Experience in delivery of programs/activities suitable for people with disabilities
- Ability to demonstrate an understanding of customer care in a disability service
- Commitment to the rights of people with disabilities to live dignified lives
- Able to accept responsibility and work as part of a team
- Patient, flexible, understanding, supportive and caring nature
- Strong computer, written and verbal communication skills
- Valid driver’s licence
- Access to a comprehensively insured vehicle

**Desirable, however not essential**
- Certificate IV in Leadership and Management or equivalent

**We are deeply committed to keeping our clients safe and so we require all Trusted Care Partners people to hold**
- Proof of working rights in Australia
- NDIS Worker Screening Clearance issued in the State of Victoria
- Employee Working with Children Check card issued in the State of Victoria
- Full COVID vaccinations

**To APPLY**

**We are deeply committed to keeping our clients safe and so we require all Trusted Care Partners people to hold Proof of working rights in Australia, NDIS Worker Screening Clearance issued in the State of Victoria, Employee Working with Children Check card issued in the State of Victoria, and Full COVID vaccinations.

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