Customer Experience Manager

Position Details

**Reference Number**
- 10554**Employment Type**
- Permanent Full Time**Organisation**
- Office of the Chief Executive**Location**
- Head Office (St Kilda Road)**Enterprise Agreement Classification**
- Individual Contract - Contract Position**Hours**
- 38**Position Summary**
- Full Time permanent position
- Based in St Kilda Road Melbourne
- Competitive remuneration $135k +super + salary packaging

**About the role**
- The role of the Customer Experience and Engagement Manager is to enhance and advance the customer experience and organisational engagement of all Jewish Care customers, this includes both our customers and our people.Scoping, developing and implementing a customer experience and engagement strategy for Jewish Care, including the establishment of the Centre for People & Customer Experience.
- Working with the Executive, operational and clinical teams to ensure the “customer journey” aligns with the organisational structure and values.
- Review and collate feedback from staff and customers to ascertain customer satisfaction and Jewish Care’s ability to meet staff and customer needs.
- Develop and participate in tracking of customer outcome measurements of satisfaction and performance and report on progress.
- Continuously improve the systems and processes for enhancing and advancing the customer experience.

**Key Responsibilities**
- Reporting to the Director of Clinical Governance, Risk and Experience you will perform at a high level to complete tasks on time, within budget and in accordance with expectations.- Actively participates in the improvement of quality and efficiencies of services.
- Manage Jewish Care’s internal process for the provision of client feedback via completing RiskMan entries for compliments, complaints, incidents, hazards, and other; and to actively encourage external stakeholders to participate and complete their feedback.
- Review feedback and trending data to ascertain customer satisfaction and Jewish Care’s ability to meet customer needs. Providing high level analysis and reporting on customer experience.
- Develop and manage the tracking of customer outcome measurements of satisfaction, inclusion of issues and action plans within Continuous Improvement Plans and reporting on progress.
- Consult with relevant stakeholders on issues associated with the success of customer experience projects and recommended improvements.
- Provide day-to-day advice and support to all stakeholders.

**About you**
- A high level of commitment, integrity, honesty and trustworthiness.
- A proven ability in managing quality and compliance programs.
- Above average knowledge and understanding of regulatory, legislative and industry standards with the ability to identify changing trends and to ensure best practice.
- An effective listener with the ability to communicate at all levels both orally and in writing with excellent presentation skills.
- Clear thinker with lateral problem-solving skills and an ability to convert complex ideas into simple, understandable and workable actions to ensure positive outcomes.
- Able to multitask, prioritise, delegate and manage the delegation process to ensure appropriate quality outcomes within expected or non-negotiable timeframes.
- Ability to understand and use information technology and programs such as Word, Excel, clinical documentation systems etc and to learn new skills as required.

**Essential**
- Degree qualification in a relevant field.
- Min 3 years employment in customer experience related work, ideally in healthcare or human services setting.
- Ability to review and analyse information and data to drive decisions around customer outcomes.
- Demonstrated experience in identifying customer solutions

**Desirable**
- Understanding of the Jewish culture and community, or willingness to develop understanding

**What we offer**
- We offer the benefits of flexibility, internal and external professional learning, and development opportunities.
- As a not-for-profit organisation, our staff benefit from some Fringe Benefit Tax exemptions through salary packaging up to $15,900 p.a + up to $2,650 p.a on meal & entertainment.
- Salary package living expenses (i.e., mortgage, loan, credit card repayments) meal and entertainment (dining out), car novated leasing
- We offer employees and their immediate family members access to a confidential, impartial, and professional counselling service.

**Diversity & Inclusion**
- Jewish Care is committed to the professional development of all staff, providing ongoing opportunities to upgrade staff skill set and expertise. We aim to provide the highest standard of professional and personal support offering flexibility and conditions not readily available elsewhere, including the option of maximising your income with salary packaging.
- Jewish Care employs staff from all cultural and religious backgrounds and provides cultural and spiritual training in the Jewish Ethos. Our recruitment pro