• 1300 557 046

Customer Care Manager

Date Advertised: 07-06-2019

Work Type: Permanent / Full Time

Location: Sydney

Reference: 2950252g

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  • Permanent role
  • Eastern Suburbs, Inner West, St George & Sutherland Areas
  • Pivotal Rolefacilitating client care plans andfunding packages

Our client is a leading in-home care provider dedicated to ensuring all Australians lead active, independent and fulfilling lives at home and in their community. Working with families and individuals they offer a wide range of services and assistance for people who are vulnerable, elderly and frail or those leaving with a disability.

The Customer Care Manager is responsible for working with private customers on individualised funding packages to ensure they get the most out of their packages. You will work with customers and their representatives where required, to develop, maintain and review their individual support plans in accordance with program guidelines.

This role is also responsible for working with the Management Team to implement marketing and business development activities.

  • The implementation of outstanding customer service and ongoing customer engagement, focused on exceeding expectations.
  • Undertake comprehensive customer assessment and planning by assessing, monitoring, reassessing and reviewing the needs of customers
  • Implementation of risk service management strategies to ensure services can be delivered safely
  • Ensure appropriate information is provided and explained to the customer at all times regarding service agreements, customer handbook etc..
  • Ensure compliance to Industry standards through all stages of service delivery
  • Assist managing customer incidents, complaints and compliments with the support of Service Coordination Team, Operations and/or HR Manager.
  • Develop and foster new contacts and implement targeted marketing and business development activities that results in business generation.
  • Provide financial and case management services to customers and representatives, where required
  • Commitment to continuous improvement
  • Implementation of safe working procedures

Skills & experience
  • Tertiary qualifications in human services, social science, case management or related fields
  • Relevant experience in case management of consumers receiving home care packages
  • Experience working within Aged Care and or Disability Services
  • Experience in managing community and/or home care services, coupled with experience in undertaking risk assessments.
  • Excellent stakeholder management skills, with strong written and verbal communication skills
  • Ability to coordinate services according to relevant program guidelines
  • Experience in implementing strategic vision into service delivery
  • An applied understanding of consumer directed care and person centered practices, with experience in delivering exceptional customer services.
  • The ability to apply critical thinking to solve problems, including experience in managing challenging situations.
  • High level of professionalism working as a team member and demonstrated ability to contribute positively to the team
  • Ability to develop and implement marketing and business development strategies with a focus on generating new business
  • Excellent computer literacy with intermediate skills in MS Office packages and customer management and information systems
  • Valid drivers license and police check
You will have the opportunity to work with a committed, customer service focused team and a brand you can be proud to represent. This role could be your opportunity to play a key part in the future growth and success of the business.

Please send your cover letter and resume to the link below.