Customer Engagement Consultant

**Customer Engagement Consultant - South West**

**Job Code**: 493044**Work Type**: Full time**Location**: Albany & Great Southern, Bunbury & South West, Perth Metro**Category**: Administration- **Full-time position **|** Based in Busselton at our William Carey Court residential facility**:

- **Company Vehicle | Covering South West Residential Care, Home care and Stakeholders**:

- **Great team culture, development opportunities, and more**

**Why join us?**
- Values based organisation
- Company vehicle provided
- Salary Packaging (up to $18,550 tax free) to all eligible employees, plus Relocation assistance
- Access to an Employee Assistance Program (EAP) and our Wellness Program
- First class training and development opportunities
- Discounted health insurance with HBF or Medibank & Bankwest product discounts
- Discounts at JB HI-FI & The Good Guys as well as Accommodation discounts at Seashells Accommodation
- A fantastic team environment

**Busselton**

Busselton is situated 220kms south of Perth and is a developing town with a shire population of over 26,000 with a small airport flying directly to Perth. Considered the 'events capital of WA' there is always a festival or celebration happening in Busselton. Known for its famous jetty (the longest in the Southern Hemisphere), Busselton offers much more to its visitors that just beautiful beaches and tourism hot spots; it offers great shopping facilities, schools, sporting clubs all in addition to a blissfully laid-back lifestyle. To find out more about this location please visit More about Busselton

**About your new role**

As a **Customer Engagement Consultant**, you will be responsible for managing, monitoring and improving all facets of the customer experience, generating revenue, supporting the highest standards of service delivery and promoting and identifying ways to deliver a customer centric model of care.

Working as part of a professional and friendly team, you will generate and convert sales leads within your designated region into new Baptistcare customers, deliver to our customers needs and explore new revenue streams and opportunities for growth and expansion.

This role whilst based in Busselton, primarily supports the South West region, with travel to Bunbury, Busselton and surrounding areas required. For the first 6 months, you will also provide support to the Great Southern region, with travel to Manjimup and Albany.

Whilst previous aged care experience is advantageous, the ability to build rapport and develop effective relationships with our customers and key stakeholders is essential. If you have excellent time management skills, a willingness to put the customer at the centre of what you do, along with a proactive approach this is the opportunity you have been looking for

**Duties**:

- Represent Baptistcare as the first in-person point of contact with prospective new clients or their nominated representatives
- Work through the new customer process, from enquiry to closing the sale, offering services to fully meet client needs
- Meet with prospective customers to discuss and explain the client agreement, welcome package, fee policy and budget structure to ensure the process of admission is fully understood by the client and their nominated representatives
- Arrange and conduct site tours, ensuring suitable vacant rooms are "sales-ready" for display
- Promote the public identity of Baptistcare across a wide range of education and awareness events, including attendance at expos, conferences and community events
- Connect customers and their families with local support networks and advocate on their behalf as required
- Ensure accurate and timely completion of all weekly and monthly reports and handle enquiries and complaints quickly and professionally, in line with Baptistcare procedures
- Work with the Marketing team to develop the appropriate marketing approaches and campaigns

**Skills and Experience**:

- Positive customer focused attitude with an excellent understanding of the customer journey
- Solutions focused high level conceptual and analytical skills
- Experience in working towards service and Key Performance Indicators (KPIs)
- Sound organisational skills with the ability to work independently, meet deadlines and manage competing priorities
- Experience in solutions-based selling based on customer needs
- Aged care experience is advantageous, and relevant qualifications are highly regarded
- Valid Australian Drivers Licence
- Willingness to obtain or provide proof of a National Disability Insurance Scheme (NDIS) clearance check (cost reimbursed)
- Willingness to obtain or provide proof of NDIS Worker Orientation Modules
- Willingness to obtain or provide proof of Up-to-date Influenza & Covid-19 Vaccinations
- Willingness to undergo a pre-employment medical

**About Us**

Baptistcare are one of WA's largest not-for-profit providers supporting residential care, home care services and retirement living in both metro