Voice of Customer Program Manager

North Ryde Location
- Newly created role
- Join a high performance team

**Purpose of the role**

At Achieve Australia, our Passion is social inclusion for people with disability. Our Purpose is to build extraordinary lives, supporting our clients to be well, have a home, participate in their community and enjoy a full life. Through our Principles of inclusiveness, stewardship, extraordinary outcomes and ethical practices, we have developed a Voice of Customer program designed to elevate the voices of our customers across service improvement activities and alignment with NDIS Practice Standards.

We are looking for an experienced and passionate Customer Experience professional to join our team and further develop our ground-breaking initiatives in this important area of our work.

**Why join team Achieve?**

For many of our staff making a real difference to the lives of people with disability and working with a great, supportive teams is its own reward.

We appreciate that, but we want our team to know that we value them so offer benefits such as:

- Salary sacrifice options including Fringe Benefits Tax and car leasing
- Access to personal and financial counselling for you and your family
- A range of paid leave and flexible working options
- Support to stay fit and healthy with fitness memberships and access to wellness programs.

**At Achieve it’s more than just a job.**

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You have the chance to change lives and bring inclusion to life every day.

Our focus is our people; the people we support, and the team we employ, that we value most. We offer a career you can be proud of and a place where you feel safe to be yourself. We invest in our workforce and appreciate the rich diversity they represent of life experience, languages and culture.

Achieve has been providing services to people with disability since the 1950s. Today, we are a registered NDIS provider offering integrated clinical, health, social and disability services in accommodation, community participation, supported employment and support coordination services in the Greater Sydney and in Northern Rivers regions in NSW.

**About the role**
- This is a full-time permanent position, based in our North Ryde office at least 3 days a week.
- This role will implement and review a range of customer experience initiatives and activities from feedback provided in order to elevate the voices of people we support.
- This role will provide guidance on customer feedback and insights gathering to relevant service delivery teams.
- This role will utilise existing mechanisms to track performance in resolving issues, and will also endeavour to improve customer listening mechanisms.
- This role will develop a reporting dash to track and measure performance of Voice of Customer initiatives against customer satisfaction metrics.
- This role will identify new initiatives for customer satisfaction based on multiple data sources and define resources required to implement those new initiatives.
- This role will manage a small team of casual and part-time collaborators.

**About you**
- Strong experience in Customer Experience and a creative approach to developing new customer engagement initiatives.
- Strong interpersonal and communication skills and the ability to engage internal and external stakeholders.
- Strong ability to gather information through various means of communication.
- Good understanding of the disability sector and NDIS Practice Standards is an advantage.
- Experience working in a highly regulated and compliance-driven sector is required.
- Strong analytical skills with the ability to interpret workforce trends from multiple data sources.
- Great organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
- Tertiary qualifications or equivalent experience in understanding Customer Experience and Quality Management Systems.

**Pre-employment checks**:
We have a Covid-19 Safety Plan to support our vulnerable clients and our workforce. It is a condition of employment to be fully vaccinated for Covid-19.

**How to apply**:
To register your interest, please click ‘Apply’ now and provide a resume and cover letter outlining your suitability for the role.