Client Experience Manager

3 days ago

Melbourne, Victoria, Australia Home Instead Full time

**We are a leading global brand**

Home Instead help with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients' needs and are committed to addressing the individual and national challenges of Australia's ageing population. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world.

In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it's personal.

**About the role**:
Are you an experienced leader with a passion for empowering teams to deliver excellence? We're looking for an inspiring **Client Experience Manager** to join our dedicated Home Instead Melbourne Outer East and Glen Waverley team.

In this senior leadership role, you'll focus on guiding and supporting our Client Experience Team to achieve exceptional outcomes while driving business growth. You will lead efforts to attract new clients and enhance customer satisfaction. By fostering a culture of collaboration and continuous improvement, you'll ensure our team delivers high-quality care and services that meet the Aged Care Quality Standards.

**Why join us?**
- Annual Appreciation Day
- Monthly Massages
- Birthday Day Off after 12 months
- Support a team environment with ongoing learning and development.
- A rewarding career where you can make a positive difference in the lives of seniors and their families.
- Opportunity to develop your leadership skills.

**Key Responsibilities**:

- Represent the business as a professional leader in the aged care sector, and as an advocate of our brand and business model within the local community.
- Provide day-to-day leadership for the Client Experience and Service Enquiry teams to ensure client satisfaction and business growth.
- Lead and manage client acquisition strategies to support the growth of the business and deliver exceptional client experiences.
- Conduct care plan and Approved Service Provider audits to ensure compliance with Aged Care Quality Standards.
- Provide regular performance management and day-to-day coaching/mentoring of team members to achieve high performance.
- Project manage the implementation of required processes and standards to meet industry and legal requirements.
- Review client feedback and data to understand business drivers and develop strategies for sustainable growth.
- Lead care management operations to ensure client services are of a consistently high standard.

**Qualifications & Experience**:

- Extensive Home Care Package experience is essential.
- Tertiary qualifications in a health-related discipline in either nursing, social work, allied health, or related discipline is desired.
- Knowledge and experience of community-based care and support services.
- Previous experience leading & coaching a team is a must.
- Experience in identifying, coordinating, and managing care services for home care clients (aged or disability).
- Understanding of Aged Care and Disability related legislation and regulations for home care services.
- Highly efficient and organized with proven time management skills.

**Australian work rights**
- Applicants must have permanent or temporary rights to work in Australia with no restrictions.

Li-onsite

This is an onsite position.

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