Customer Experience Manager

At WorkFocus, we get people well and working.

Since 1989, we have impacted the lives of over 100,000 Australians by providing a range of services to prevent and minimise the social, physical, psychological and financial consequences of injury and illness. Our team of allied health professionals champion the health benefits of good work, supporting and empowering people through the recovery process to return them to better health and life.

By joining WorkFocus you will also be joining the MedHealth Group, a family of industry leading health, medical and employment enterprises, which has been voted 2 years in a row as an Australia's Financial Times 'Best Place to Work' organisation, allowing you to build and take your career all over Australia.

How You'll Make an Impact at WorkFocus

As a Customer Experience Manager, you'll play a pivotal role in shaping the success of WorkFocus by building strong stakeholder relationships and driving growth through exceptional customer service. This is a role with true ownership and autonomy, where your efforts directly influence high-quality service delivery and customer satisfaction.

You'll collaborate closely with our state and national leadership teams to design and deliver innovative, flexible solutions that meet the evolving needs of our customers. This is a full-time position based at any of our New South Wales office locations.

What You'll Do

• Act as the primary point of contact for customers, ensuring seamless communication and support across all channels.
• Drive referral and revenue growth through outstanding customer service and consistent, high-quality delivery.
• Partner with operational management to embed improvements into service delivery, enhancing case management and customer service capabilities.
• Understand customer needs deeply and develop tailored solutions to overcome challenges.
• Identify new business opportunities and implement strategies to secure and grow our customer base.
• Represent WorkFocus in public forums and on committees as required, showcasing our commitment to excellence.

What you'll bring to the role:

• Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehab Counselling or other equivalent allied health/work health and safety professions desirable.
• Minimum of three years of workers compensation scheme industry experience essential.
• Strong understanding of customer drivers and customer service in work and wellness services
• Demonstrated experience in delivering repeat business and /or new business in the workers compensation scheme.
• Commercial acumen to drive business growth, profitability, quality initiatives and marketing activities.
• Exceptional organizational and time management skills.

What we offer you

• Truly flexible working, in the community, from home and the office – you set your schedule
• Learn and be mentored from a multi-award-winning team
• Multiple career pathways and professional development opportunities – 90% of our leadership team have been promoted from within
• Generous financial incentives program to reward you for your impact
• Purchase additional annual leave
• Paid parental leave
• Additional employer benefits package including salary sacrificing, fitness passport, novated leasing, Star Finder referral program and so much more.

To apply:

Click on the APPLY button or contact Anna Nguyen via email [email protected] or call to discuss about the role. REF7634T

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.