Customer Relationship Manager

**About IRT**
- Founded in 1969, IRT’s mission was to provide better options in housing and care for older people. Now 50 years later, our purpose remains the same.

We improve the lives of more than 9100 people every day in NSW, the ACT and Qld. We’re one of Australia’s largest community-owned providers of independent living, aged care and home care. We’re proud to have more than 40 communities and home care service hubs in NSW, the ACT and Qld.

IRT is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. We are proud of our culture and employ people across a diverse range of occupations, backgrounds and skills, who are passionate and committed to creating a better world for all older Australians.
- **About the Role**

IRT Home Care Customer Relationship Manager (CRM) will partner with customers in their home environment in a collaborative approach that enables them to fulfil a better quality of living while remaining at home. A unique opportunity exists for a self-motivated and results focused CRM to contribute to the growth of the IRT Home Care business, and ensure the team achieves high levels of customer satisfaction in the ACT region.

Reporting to the IRT ACT Home Care Business Manager, the CRM will manage the end to end customer journey, contribute to ensuring strong community awareness and engagement and take personal accountability for the performance and results of their assigned area.
- The CRM will also be responsible for:

-Investigate referrals and initially screen customers to assess eligibility and safe home access
Visit all newly referred customers, discuss their expectations, possible goals as well as services available through IRT at Home
Undertake a comprehensive assessment to ensure the customer’s needs and goals are articulated
Support the customer to achieve their goals and coordinate / suggest services as required that assist customers to optimise their wellbeing
Evaluate outcomes of case management with the customer, reassess as necessary and schedule the agreed case management program plan
Maintain an impeccable customer care plan and customer documentation at all times
Assist customers to develop and manage their CDC budgets
Assist in the data collection and record maintenance of the organisation as required by funding bodies and the IRT Home Care Leadership team
Establish and monitor brokered services/contracts for quality and effectiveness to ensure it meets customer goals
Ensure compliance with IRT Home Care Quality Reporting and all other legislative and organisational requirements
Support the growth of brand awareness and customer leads with local community service
providers, medical professionals, ACAT and other key stakeholders
Achieve Key Performance Indicators as assigned for the financial year e.g. Home Care funds utilization targets

**To Be Successful You Will Have**-Tertiary qualifications in a related discipline
Case Management certification or working towards (desirable)
Extensive demonstrated experience in a CRM role, including complex needs assessment, care planning and intervention strategies.
Proven attention to detail
-Experience working with people with dementia, young people with disabilities and/ or people with mental health issues.
Proven verbal and written communication skills including experience in writing reports, correspondence and client records.
Demonstrated ability to work collaboratively and to be self-motivated.
Current Driver's Licence

**Benefits for You**
- Competitive pay and more cash in your pocket (less tax) with not-for-profit salary packaging
- Flexible working conditions
- Birthday leave - relax and take a day off on us
- Professional and career development opportunities
- Multiple career pathways
- Discounted gym memberships
- Free counselling via Employee Assistance Program (EAP) and staff wellness program

**How to Apply