Customer Experience Officer- Maitland

3 days ago

Maitland, Australia RFBI Full time

**Full-Time |RFBI Benhome Masonic Village**

**About Us**

Royal Freemasons' Benevolent Institution (RFBI), has been a cornerstone of benevolent works in NSW since 1880. Today, RFBI is a leading independent, not-for-profit aged care provider operating in NSW and ACT. With a rich history of helping those in need, we've grown to deliver care to people living in our 22 residential aged care villages, 21 retirement villages, and to people accessing our Care at Home services. Our vision? To deliver accessible, high-quality aged care services that positively impact lives.

**Role Overview**:
We are looking for a dedicated individual to enhance the engagement and experience of our residents, families, clients, volunteers, and employees. In this role, you will monitor customer service and presentation standards, ensuring policies are followed and desired outcomes achieved. You will also support and participate in community and industry events, raising RFBI’s presence and engaging with stakeholders. You will also equip staff with the skills and resources to maximise satisfaction and align all interactions with RFBI’s values and mission, ensuring high-quality care and support for the elderly.

**Key Responsibilities**:

- Deliver customer service training to new staff and provide ongoing support.
- Assist in organising and running Village, Care at Home, and industry events, ensuring follow-up on leads.
- Conduct regular audits to ensure adherence to customer service standards.
- Collect and analyse feedback from stakeholders to improve services.
- Work with teams to implement initiatives that enhance stakeholder experiences.
- Support photo and video shoots, ensuring key features and stakeholders are captured.
- Maintain and promote the RFBI Village Style Guide for consistent presentation.
- Oversee display room setups and conduct audits to ensure proper presentation.
- Assist with identifying suitable artworks and items for refurbishments.
- Generate monthly reports on customer experience and provide insights for improvement.

**Qualifications and Experience**:

- Exceptional customer service and training skills.
- Attention to detail with experience setting up display rooms.
- Strong communication and interpersonal skills.
- Familiar with CRM solutions to enhance customer experience.
- Strong organisational and time-management skills.
- Comfortable using CRM to capture and report leads.
- Willingness to travel to visit our Villages and Care at Home teams.
- Current Nationally Coordinated Criminal History Check (NCCHC) and Australian Drivers Licence

**What We Offer**:

- A workplace where camaraderie and support go hand in hand
- 17.5% annual leave loading - more spending money for holidays
- Boost your take home pay with the ability to tap into 'not for profit' salary packaging (up to $15,900) Benefits - Increase your package

How to Apply:
Ready to take on this challenging role? Send us a current CV and a cover letter clearly identifying how your skills, experience and qualifications meet RFBI’s requirements as outlined in the ad above. All shortlisted applicants will be asked to consent to a Nationally Coordinated Criminal History Check, provide two references, and undergo a Pre-Employment Functional Assessment. Applicants must have the right to work in Australia. RFBI does not offer visa sponsorship for this position.

**Application Deadline**: 18 March 2025

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