Customer Care Manager
vor 4 Wochen
Customer Care Manager - Home Care MelbourneAged & Disability Support (Community Services & Development)
Full time
About the role:The Customer Care & Business Relationship Manager is a dual-role position responsible for fostering strong customer relationships and driving business growth within the home care sector.
With clients located from Brighton to the Peninsula, this position will focus on delivering exceptional customer service, managing a caseload of clients, and implementing effective customer care initiatives, while also leading business development strategies to increase Healthcare Australia's market share.
Responsibilities include: Customer Service & Relationship Management:Serve as the primary point of contact for customers, providing exceptional service and ensuring the delivery of high-quality, tailored Home Care services.Develop and maintain strong relationships with customers and their support networks, ensuring a customer-centric approach in all service delivery.Conduct comprehensive assessments and create personalised support plans to meet individual customer needs.Ensure customer satisfaction through ongoing communication, service delivery monitoring, and regular case reviews.Retain and expand the customer base by initiating and managing customer care programs and responding to customer needs.Business Development & Market Growth:Lead the development and execution of a State-specific Business Development and Engagement Plan in collaboration with the State and Marketing Managers.Engage with stakeholders and potential referrers to promote HCA's services and build a strong customer pipeline.Identify growth opportunities within the home care sector, targeting new customers and expanding HCA's market presence.Drive the conversion of qualified leads into long-term customers, overseeing the full sales cycle from lead generation to onboarding.Represent HCA at forums, expos, and networking events to increase brand visibility and attract new business.Collaboration & Workforce Engagement:Work closely with the State Team, Recruitment, and Rostering teams to ensure that services are delivered efficiently and meet customer needs.Partner with the Recruitment and Rostering teams to enhance workforce capacity and ensure service delivery aligns with customer expectations.Support the onboarding process to ensure the recruitment of the right talent to meet customer service requirements.To be considered:Proven experience in customer engagement, business development, or a similar role.Strong communication and networking skills with a focus on building and maintaining relationships.Proactive and driven, with the ability to meet business targets and deadlines.Knowledge of the Home Care sector or a willingness to quickly learn and adapt.Comfortable working with CRM systems and using them with high accuracy.Able to work independently while being a strong team player, supporting the broader team.Event and marketing experience is a plus, including organising and attending industry events.Initiative and a demonstrated "can do" attitude.Current National Police Check (essential).About HCA:Healthcare Australia (HCA) is Australia's largest specialist healthcare workforce provider.
We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia.
OUR BENEFITS: People-Centric Culture: Experience a workplace where people are at the heart of everything we do, guided by our core values.High-Quality Product: Work with a top-notch product, ensuring your efforts are backed by excellence.Supportive Team: Thrive in a close-knit, friendly, and supportive team environment.Continuous Development: Benefit from ongoing training and support with access to an education allowance to nurture your skills and career.Hybrid Work: Enjoy flexible hybrid working conditions that empower work-life balance.Generous Leave: Access extra leave (conditions apply) to recharge and rejuvenate and a day off for your birthday.This is an opportunity to make your mark within a friendly, supportive, and growing organisation.
Please apply here or email your current CV and cover letter outlining your experience.
At HCA we are committed to embracing diversity and providing a safe working environment.
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