Posted:
9/19/2024, 1:27:36 PM
Location(s):
New South Wales, Australia ⋅ Newcastle-Maitland, New South Wales, Australia
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Join us and make a positive difference to the lives of people with disabilities, and to grow your career as part of our alliance of great minds. Our shared values are Passionate, Respectful, Ethical, Curious and Courageous.
About the role
The Client Engagement Manager is accountable for overseeing the delivery of client engagement service levels, encompassing service access, scheduling, and other essential administrative functions. This role provides leadership to the Client Engagement Team Leaders across the region, with a strong emphasis on client acquisition, retention, fostering relationships with internal and external stakeholders, and supporting broader organizational initiatives.
The role is responsible for the Central Coast / Newcastle region and will be required to work from the following sites; Erina, Tuggerah, East Maitland & Croudace Bay.
Duties include
Manage the Client Engagement teams within their region; provide leadership and direction to ensure the team and individual performance targets are achieved
Develop and implement initiatives and practices that ensure the team effectively engages with and supports changes across the organisation
Mange the recruitment, development and retention of a high performing team
Manage the delivery of service levels across New Clients, Service Planning, Customer Service, Account Management and Administration functions
Coordinate Region & Team scheduling activity to ensure achievement of productivity targets
Provide quality support to the client services consultant (CSC) team to enable the achievement of performance targets and quality client outcomes
Maintain understanding of new programs, process and operational changes that impact Client Engagement
Ensure collaborative relationships with clients and families are maintained to ensure service needs and goals are being met
Share skills, knowledge and experience with team and other internal stakeholders to ensure the best outcomes for clients
Provide support to the team for more complex enquiries relating to clients, technology and processes
About you:
Extensive leadership experience in a Client Experience type role
Proven experience leading multiple leaders across a region
Excellent written and verbal communications skills
Strong interpersonal and stakeholder management skills
A customer centric mindset, with the ability to influence the teams to provide exceptional customer service
Experience in implementing organisational change & process preferably around client experience
Salesforce experience desirable but not essential
Important information:
At CPA the safety of our staff and clients is of paramount importance. We have assessed this role type as requiring a low level of physical functionality with some inherent requirements. For more information on what that may mean for this role please click here.
Cerebral Palsy Alliance is committed to the safety and wellbeing of our clients and staff. As such we encourage all employees be vaccinated against COVID-19. Cerebral Palsy Alliance is an Equal Opportunity Employer. Cerebral Palsy Alliance upholds, advocates for, and protects the rights, wellbeing and safety of people with a disability. We are a child safe organisation and all workers are responsible to adhere to the NDIS Worker Code of Conduct.
CPA is a smoke free workplace including in, on and around CPA sites and vehicles.
How to Apply
Please click 'Apply' to complete your application. If you have any questions about the role or require any reasonable adjustments to enable you to equitably participate in the recruitment process please contact [email protected]
Website: https://cerebralpalsy.org.au/
Headquarter Location: Sydney, New South Wales, Australia
Employee Count: 1001-5000
Year Founded: 1945
IPO Status: Private
Industries: Non Profit