Customer Experience Manager

**About the Role**

In this role, you will oversee the implementation of the Customer Experience Framework including involvement in continuous improvement initiatives. You will be responsible for managing our dedicated customer experience team ensuring that customer feedback is considered to enhance service delivery.

**You'll be involved in**:

- Crafting and implementing a comprehensive customer experience framework across Workskil Australia.
- Conducting research activities, including customer satisfaction surveys and workshops, to gain insights for continuous service improvement.
- Developing improvement plans based on feedback trends to enhance service delivery.
- Ensuring contractual compliance.
- Cultivating strong relationships with internal and external stakeholders to support customer research initiatives.
- Delivering presentations and briefings to management and external stakeholders.

**This role will be based at Melrose Park and is being offered on a full time, ongoing basis.**

**You'll also experience the work/life balance that comes with working a 9-day fortnight, with a dedicated and fixed day off every second week.**

**About you**

To be successful in the role you will be able to:

- Demonstrate experience in working with data, reporting, feedback systems, business improvement or marketing.
- Show strong ability to write professional quality documents, presentations, and influence others verbally to achieve desired outcomes.
- Demonstrate high interpersonal skills to engage and motivate through presentations and written material.
- Reflect your skills in leadership including organisational development and motivation; and
- Demonstrate strong skills in the Microsoft Office suite.

You will also be required to:

- Have a Bachelor's Degree in Business, Marketing, Commerce, Data or similar.
- Proven experience working in a Customer Experience role previously

**About Us**

Workskil Australia is a national not-for-profit and charitable organisation, with almost 40 proud years of supporting Australians to achieve sustained economic and social self-reliance. We do this by providing a range of employment, work experience, disability, youth, Indigenous and community services across New South Wales, South Australia, Western Australia, and Victoria.

We promote a positive team culture where high performance can thrive. We value excellent customer service, integrity, and honesty in our employees. We look for employees who have a genuine passion for working with those in need, are results-focused and can contribute to a strong team. In return for your truly valued contribution, we will support your ongoing career development and offer a friendly, supportive & innovative environment for you to thrive.

We work hard every day to:

- Work with our Customers to secure great long-term job opportunities.
- Meet the labour needs of business and industry through quality recruitment services at no cost.
- Assist businesses with diversifying their workforce.
- Provide specialist employment and community services to people seeking work, including people with mental illness, injury or disability and Indigenous Australians.
- Deliver work experience projects to the community.

Our values remain at the heart of everything we do, and we strive to conduct our business with the highest degree of care, integrity, respect, honesty and service. We believe that the care, respect, and high level of service we give to all of our customers is our key point of difference.

**Remuneration**

A competitive salary will be negotiated commensurate with skills and experience. As Workskil Australia is a public benevolent institution, we can also offer a portion of the salary through tax effective salary packaging.

**About your Application**

Workskil Australia is an inclusive, equal opportunity employer and we welcome applicants who identify as Indigenous, are from culturally and linguistically diverse backgrounds or have disability. We deliver a range of employment and community services to children, young people and their families and are committed to creating a safe environment for children and young people in the delivery of these services.