Client Engagement Manager
Location: Croudace Bay, NSW, Australia
Time Type: Full Time
Posted On: 3 Days Ago
Time Left to Apply: End Date: October 25, 2024 (30 days left to apply)
Job Requisition ID: JR-0000005096
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:
1. Manage the Client Engagement teams within their region; provide leadership and direction to ensure the team and individual performance targets are achieved.
2. Develop and implement initiatives and practices that ensure the team effectively engages with and supports changes across the organization.
3. Manage the recruitment, development, and retention of a high-performing team.
4. Manage the delivery of service levels across New Clients, Service Planning, Customer Service, Account Management, and Administration functions.
5. Coordinate Region & Team scheduling activity to ensure achievement of productivity targets.
6. Provide quality support to the client services consultant (CSC) team to enable the achievement of performance targets and quality client outcomes.
7. Maintain understanding of new programs, processes, and operational changes that impact Client Engagement.
8. Ensure collaborative relationships with clients and families are maintained to ensure service needs and goals are being met.
9. Share skills, knowledge, and experience with team and other internal stakeholders to ensure the best outcomes for clients.
10. Provide support to the team for more complex enquiries relating to clients, technology, and processes.
About You:
1. Extensive leadership experience in a Client Experience type role.
2. Proven experience leading multiple leaders across a region.
3. Excellent written and verbal communication skills.
4. Strong interpersonal and stakeholder management skills.
5. A customer-centric mindset, with the ability to influence the teams to provide exceptional customer service.
6. Experience in implementing organizational change & process preferably around client experience.
7. 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 to 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 organization 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 saul.bunton@cerebralpalsy.org.au.
Application Close Date: 24/10/2024 11:59 PM
About Us
Cerebral Palsy Alliance is a ground-breaking, global centre of expertise for cerebral palsy research, advocacy, intervention, and assistive technology innovation. For over 75 years, we have been driven by our founders’ vision of a future where nothing is impossible for babies, children, teenagers, and adults living with Cerebral Palsy.
Our research and innovation inform our world-class services, which include early childhood intervention, therapy, health and wellbeing, sports, assistive technology, independence skill building, supported accommodation, and employment services.
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