Maxima is a national, not-for-profit community-based organisation with vast experience providing employment and disability support services across Australia. We advocate for an inclusive and diverse workforce and support equal employment and learning opportunities for all Australians.

Over its 35-year history, Maxima has grown to support 70 communities across the nation - with our expanding footprint enabling a significant extension of services to new and existing clients and customers. Maxima’s scope includes Temporary and Permanent Recruitment, Apprenticeships and Traineeships, NDIS and Allied Health Services, First Nations Employment Services and Specialised Employment Services including DES, NDIS and employability training. Our combined offering is one of the most extensive not-for-profit recruitment, training and employment services in Australia, employing 480 staff nationally.

Maxima is driven by a desire to make a real difference and our staff are rewarded every day by the life-changing outcomes we create for our customers.

The Customer Experience and Quality Consultant position is a multifaceted role which aims to ensure customers in Maxima’s Joblink Programs receive a person-centric, customer focussed quality and valued service.

You will be responsible for:

• monitoring customer and employer satisfaction through direct and indirect feedback to identify areas for continuous improvement for DES & NDIS
• conducting monitoring and analysis of various quality measures to ensure compliance with relevant legislation requirements
• assisting staff with enquiries and strategies to ensure our customers are being serviced in line with Maxima’s National Service Delivery Model and are progressing through identified activities/training
• developing and reviewing content of Polices, Procedures, Forms and Work Instructions
• assisting with investigating and responding to a range of Departmental / Governing Agency / Stakeholder enquiries
• participating with Internal and External Audits

What you’ll need to succeed:

• A comprehensive knowledge of relevant deeds, guidelines, legislation, regulations for a variety of Maxima’s Programs
• Able to interpret and use data from various reporting platforms to measure performance and assess areas requiring improvement
• Experience in the Employment Services industry or NDIS and an understanding of the Department’s IT System (ESS) is highly desirable
• Be an engaging and personable team player, with well-developed communication and interpersonal skills
• The ability to quickly build rapport with customers, employers and team members
• High organisational skills and an ability to learn and be adaptive, will also see you succeed in the role

Why Maxima?

At Maxima we distinguish ourselves by offering family-friendly working hours and a supportive working environment. Be welcomed into a culture of continuous improvement and endless learning opportunities.

• Salary sacrifice options available
• Healthy lifestyle initiatives including discounts on health insurance and gym memberships
• Professional, community-focused and participant-centred team culture
• Reward and recognition program
• Flexible working arrangements and monthly rostered day off
• Paid volunteer leave

HOW TO APPLY

Click ‘Apply Now’ to submit your application.

Maxima believes in the strength of a diverse workforce. We welcome applicants who have a disability, identify as First Nations, are from culturally and linguistically diverse backgrounds or are members of the LGBTQIA+ community. The life experiences of our employees help us build strong relationships with our customers and enables us to deliver services that benefit all members of our community.

If you need an adjustment in the recruitment process, please call (1300 669 859) or email [email protected] using the subject line: Customer Experience and Quality Consultant enquiry via EthicalJobs and advise us of your preferred method of communication.