
Customer Feedback and Insights Manager
1 week ago
Your key responsibilities:
Engage customers in the review and development of the Customer Feedback Framework.
Develop and maintain close working relationships with senior eHealth Queensland personnel and customers to ensure satisfactory coordination and resolution of customer feedback including complaints and concerns.
Manage the complaint and compliment management process and ensure the rights and legitimate interests of both the customer and eHealth Queensland are protected.
Provide leadership to assure the customer feedback management process aligns with the eHealth Customer Engagement Strategy and Communication Strategy.
Monitor, analyse, and report on customer feedback data, to identify current and emerging issues and trends in customer feedback and work with relevant service owners to develop customer centred strategies and processes for service improvement.
Key suitability:
Demonstrated experience in contemporary customer engagement, business development and/or communications strategy.
Demonstrated progressive knowledge or ability to rapidly obtain knowledge of the customer feedback management process.
Proven relationship management skills including the ability to work collaboratively with key internal and external stakeholders to promote and connect customers to relevant products, services and specialist IT expertise to achieve optimal customer and business outcomes.
Demonstrated high level skills in negotiation, consultation, conflict management and investigatory skills with a wide range of stakeholders.
Benefits of working with eHealth Queensland:
By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.
You will enjoy a variety of benefits, including:
Competitive salary + generous superannuation and leave loading
Flexible working arrangements
Diverse work culture
Career training and development
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