Customer Experience Coach

Customer Experience Coach

**Job Reference**:13462

**Why You Will Be Excited About This Role**

At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.

And right now it's an exciting time to join us, as we transform into a stronger, more agile organisation focused on excellent customer & patient experiences, smarter ways of working, and building a great place to work, joining our mission to be the best pathology provider in Australia.

**About Us**

Healius employs 10,000+ passionate people, with an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia.

We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities.

This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

**What You Will Be Doing**
- Reporting to the CX Capability Manager, the Customer Experience Coach is responsible for ensuring high levels of quality and compliance across the Customer Experience Centre. You will support learning & development activity to build a highly skilled and capable team that delivers a market leading Customer Experience.

**Your key responsibilities will include**:

- **Quality Assurance and Auditing**:Lead and conduct Quality Assurance audits to monitor and evaluate alignment with CX standards and compliance commitments and identify opportunities for improvement. Provide timely and actionable feedback to improve quality and service outcomes.
- **Coaching**: Deliver tailored and targeted coaching sessions to empower team members and strengthen their skills and capabilities. Help team members to embrace the value of KPIs and how to use them to advance best practices, achieve business goals and deliver an excellent customer experience
- **Process excellence**:Collaborate with teams to actively identify ways to refine and optimise processes to support team success, enhance operational performance and elevate how service is delivered to our customers
- **Learning and development**: Partner with the CX Capability Manager to design and deliver best practice training programs and adult learning materials. Facilitate training, coaching and learning activities, promoting the benefits of a growth mindset, initiatives to enhance the employee experience and investment in team member goals
- **Continuous improvement**: Lead initiatives focused on continuous improvement, leveraging data, trends and feedback to support progress and champion a culture of performance excellence
- **Innovation and change**: Work with leadership to implement innovative strategies, tools and technologies to enhance the customer experience and align with organisational objectives. Minimise the impact of change and constructively support stakeholders through transitions.
- **Promote accountability and effective communication**:Collaborate with leadership teams to ensure team members maintain accountability for participation in development activities, consistent sharing of information and their contribution to performance and desired team norms.
- **Collaboration**:Collaborate with stakeholders to deliver exceptional results for the organisation
- **Documentation**:Support documentation control activity through a systematic review process

**What Type of Person Will Be Successful**

**Desirable, but not mandatory qualifications**:

- Certificate IV in Workplace Training & Assessment or other training related certifications
- Coaching experience in call centres
- Contact Centre technical proficiency

**Attributes & skills you possess**:

- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Strong understanding of customer experience principles
- Proactive mindset for process improvement, innovation and leading change
- Ability to analyse data and translate insights into actionable development plans
- Leading by example. Demonstrate the behaviours and attitudes expected of team members, including a commitment to customer-centricity, professionalism and continuous improvement
- A growth mindset and passion for own ongoing learning and development
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**Benefits, Perks and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits & perks including**:

- **Benefits platform** - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- **Fitness Passport**- Access top fitness centres & pools across Australia at a subsidised rate.
- **Corporate health insurance discounts**, banking benefits and novated leasing salary packaging.
- **Career growth and