Customer Experience Manager - Frenchs Forest, NSW

Autism Spectrum Australia

Alstonville, NSW


Development / Marketing / Communications

Contract Type: Permanent/Ongoing Position Full Time

Applications Close: 29 January 2021


Are you passionate about people?

<div class="container"> <ul> <li><span style="font-size: 10pt;"><strong>Leading provider of services to people on the autism spectrum</strong></span></li> <li><span style="font-size: 10pt;"><strong>Permanent, full time role - March 2021 start</strong></span></li> <li><span style="font-size: 10pt;"><strong>Excellent tax effective PBI salary packaging benefits</strong></span></li> <li><span style="font-size: 10pt;"><strong>Based&nbsp;at Aspect's National Office in Frenchs Forest, NSW</strong></span></li> </ul> <p style="text-align: center;"><span style="font-size: 10pt;"><strong>Aspect is committed to providing an autism friendly workplace and supporting an inclusive and diverse workforce. It is through this commitment that we encourage and welcome applicants from all backgrounds to apply.</strong></span></p> <p><span style="font-size: 10pt;"><strong>About the role:</strong> lead and manage a centralised Customer Experience Team to develop and implement innovative approaches to researching, measuring and improving customer satisfaction and experiences for Aspect customers and create improved brand value for Aspect. <a href="https://applynow.net.au/jobs/ASPECT1232/assets/15055353">To view the full position profile, please click&nbsp;here.</a></span></p> <p><span style="font-size: 10pt;"><strong>Key Responsibilities:&nbsp;</strong></span></p> <ul> <li><span style="font-size: 10pt;">Drive the development of a customer-centric culture across Aspect, supported by effective policies and process frameworks</span></li> <li><span style="font-size: 10pt;">Advocate on behalf of Aspect’s customers’ needs and provide regular reporting on customer feedback</span></li> <li><span style="font-size: 10pt;">Train, develop and support the Customer Experience Team to provide services that meet or exceed customer expectations</span></li> <li><span style="font-size: 10pt;">Develop and maintain a strong knowledge and understanding of Aspect’s services and administration policies</span></li> <li><span style="font-size: 10pt;">Maintain and improve the Customer Relationship Management system (Salesforce) and other digital tools to collect and effectively manage customer details</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Skills, experience and qualifications:</strong></span></p> <ul> <li>M<span style="font-size: 10pt;">inimum 5 years’ experience in a senior Customer Service/Experience related role</span></li> <li><span style="font-size: 10pt;">Tertiary qualifications in Business, Marketing or a related discipline</span></li> <li><span style="font-size: 10pt;">Knowledge of customer experience management approaches and best practice methodologies used in customer service and sales</span></li> <li><span style="font-size: 10pt;">Solid experience and understanding of CRM systems, practices and solutions.</span></li> <li><span style="font-size: 10pt;">Previous experience in disability sector and an understanding of the NDIS desirable</span></li> <li><span style="font-size: 10pt;">Experience handling difficult and sensitive situations</span></li> <li><span style="font-size: 10pt;">NSW Working with Children Check clearance for paid employment due to access to private and sensitive client&nbsp;information</span></li> </ul> <p><span style="font-size: 10pt;">A National Police Check clearance is a requirement and Aspect will arrange this.&nbsp;Completion of the mandatory NDIS Worker Orientation Module ‘Quality, Safety and You’ is also required.&nbsp;<a href="https://www.ndiscommission.gov.au/workers/support-for-workers/training-course">If you have not already completed the module, click here to access it.</a>&nbsp;</span></p> <p><span style="font-size: 10pt;"><strong>What we offer:</strong>&nbsp; A competitive package&nbsp;will be based on relevant qualifications and experience. As a Public Benevolent Institution (PBI), Aspect employees receive tax-effective salary packaging opportunities including $15,899 each year tax free, increasing the value of your take-home pay. <a href="https://applynow.net.au/jobs/ASPECT557/assets/12040017"><span style="font-size: small;">Click here for a </span><span style="font-size: small;">summary</span><span style="font-size: small;"> of some of the benefits you can access when working at Aspect.</span></a></span></p> <p><span style="font-size: 10pt;"><strong>To apply: </strong>Please include your resume and complete the candidate questionnaire as part of Aspect's online recruitment process. Cover letter is optional.</span></p> <p><span style="font-size: 10pt;">Aboriginal and Torres Strait Islander people are encouraged to apply.</span></p> <p><span style="font-size: 10pt;"><strong>Enquiries should be directed to:&nbsp;</strong>Rachel Kerslake, Executive Manger - Individual and Community Services on&nbsp;0425 274 345.</span></p> <p><span style="font-size: 10pt;"><strong>More information about Aspect: </strong><a href="http://www.autismspectrum.org.au/">www.autismspectrum.org.au</a><strong>.</strong></span></p> <p style="text-align: center;"><span style="font-size: 12pt;"><strong><em>Autism Spectrum Australia (Aspect) is committed to providing an environment free from abuse, neglect and exploitation of the people we support.</em></strong></span></p> <div id="apply-now-button">Apply Now</div> </div>