Customer Experience Manager

About the role

We are seeking a Non Emergency Patient Transport - Customer Experience Manager to lead the 24/7 communications and administration team within Transport Services driving a high performance culture focused on safety, efficiency and customer first service. while fostering a collaborative and accountable environmental to deliver operation excellence to reflect St John Ambulance's values and strategic priorities.

This role is based at our Notting Hill headquarters.

As our ideal candidate, you will possess:

• Proven ability to lead, inspire and develop teams in a high volume customer service environment
• Demonstrated success in driving engagement and embedding service oriented behaviours to achieve performance and cultural transformation
• Demonstrated experience in operational management and exception service outcomes in complex 24/7 operations
• Proven ability to implement service innovations to improve customer satisfaction
• Tertiary qualification in business, operations, logistics, or a related discipline; or demonstrated equivalent experience
• Experience in health, transport or emergency services sectors is desirable
• Formal leadership or management training or certification (e.g., Certificate IV in Leadership & Management) is desirable

Don't meet every requirement? At SJAV, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

About St John Ambulance Victoria

St John Ambulance (Vic) has been saving lives and delivering care and compassion throughout Victoria for 140 years. Our people, both paid and volunteer, are the lifeblood of everything we do. 

Our people and our clients come from all walks of life. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. We value the innovation and creativity that diversity of thought brings to our high-performance culture, and we welcome applications from anyone who believes they can deliver the outcomes we are looking for.

Your unique ideas and perspectives are valued so that we best represent the community we serve.

Employee benefits

• Focus on work-life balance including flexible working arrangements
• Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing
• Supportive team environment in modern offices
• Hybrid work from home & office model (where appropriate for the role)
• Training and professional development opportunities
• Access to discounted Private Health Insurance

How to apply

If you are looking to join an organisation that makes a difference, apply today.  We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability. 

To be considered for this role, please follow the link and submit your current resume. 

If you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch.

Enquires can be directed to Amanda Harris, Talent Acquisition Specialist, 

Other Information

All offers of employment are subject to satisfactory reference checks, police checks and other probity checks including for some positions a pre-employment medical.

St John Ambulance Victoria is committed to putting the safety and wellbeing of children first, a current and valid Working with Children Check is a mandatory condition of employment.