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Client Experience Lead

Employer: Life Without Barriers
Work Type/s: Full Time
Classification/s: Disability Services, Operations & Risk Management, Project Management
Sector/s: Not For Profit (NFP)
Location: Melbourne

Job posted on: 22 March, 2019.
Applications close: 31 March, 2019. (Expired)

About the Organisation

Life Without Barriers is a leading social purpose, not for profit organisation of 5,500+ employees working in more than 440 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers.      

About the Role

Reporting to the Director for Disability Programs, this position is based in our Practice & Quality function and will focus on clients receiving Disability Services funded by the National Disability Insurance Scheme (and State Government based funded services where the NDIS is not yet in place).
The position will oversee the measurement of client outcomes and satisfaction while ensuring the client voice is captured and used to target improvement opportunities. While it is a senior position, there are no direct reports and the position holder will work closely with our Client Services to support the implementation of strategic projects that improve client outcomes and service delivery. Note that some interstate travel is required.

This role can be located in either Brisbane, Melbourne, Sydney or Newcastle.

Key Responsibilities

  • Influence the development and implementation of the client experience strategy and operational plans
  • Establish systems and processes to ensure management, escalation and resolution of client complaints
  • Develop, monitor and report client experience metrics including their relationship and impact on commercial value
  • Develop and report insights into markets, clients, competitors and best practice
  • Manage and make recommendations to optimise the use of systems and direct communications to deliver on the client experience strategy
  • Drive continuous improvement in LWB's ability to identify client trends, predict client needs and proactively address barriers
  • Develop initiatives to co-design client experiences - with clients, other stakeholders, and key business units

Skills & Experience

  • Tertiary level qualifications in community services, business, management or relevant field
  • Leadership experience in the community services sector (preferably the Disability Sector)
  • Experience driving consistent standards and practices across a geographically dispersed organisation
  • Previous leadership responsibilities driving the client/customer experience space
  • Ability to lead, influence and work collaboratively with a range of senior internal and external stakeholders
  • Intellectual rigour, demonstrated by thought leadership in the sector

At Life Without Barriers we all share the responsibility for child safety. Successful candidates will be required to clear probity checks including National Criminal History Record Check and (where required) Working with Children Check.  

Why join LWB?

  • Work with a highly capable peer leadership group
  • Positively impact significant number of clients nationally
  • Work within a Values based environment
  • Competitive salary and NFP Salary Packaging Benefits

How to apply for this job

This job ad has now expired, and applications are no longer being accepted.