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Customer Experience Manager

Maxima

Maxima Group is a national not for profit organisation valued by individuals, organisations and communities for helping people develop their skills and potential to find jobs.

Our passion has made us a leading player in the Federal Government’s Disability Employment Services (DES) program, and consistently rated as one of the country’s top performers in achieving outcomes for job seekers. We are driven by a desire to make a real difference and are rewarded every day by the life-changing outcomes we create for many of our inspiring customers.

We’re currently looking for a Customer Experience Manager to develop and undertake approved strategies to ensure Customers receive industry best servicing experiences within our DES program.

You will do this by:

  • Developing strategies and tools to achieve organisational level KPIs in relation to the retention of Customers
  • Monitoring Customer satisfaction to ensure the services remain valued, person-centric and customer focussed through surveys, audits, focus groups and other agreed activities
  • Identifying and reporting to management, activities impacting on customer retention in DES services or sustaining employment beyond 12 months
  • Providing early warning of areas needing immediate action
  • Ensuring activities comply and integrate with the National Standards for Disability Services
  • Preparing and conduct of annual National Standards for Disability Services audits
  • Developing and delivering training to DES managers and staff on customer retention, procedures and work instructions

You will possess the following skills and experience:

  • Experience in a senior role, managing high performing teams
  • Experience in National Standards for Disability Services audits
  • Knowledge of DES and/or rehabilitation management

You must hold a current driver’s licence, a national police check and relevant State/Territory working with children check or be willing to obtain them.

What do we offer in return?

  • Laptop and mobile phone
  • Professional, community-focused and participant-centred team culture
  • Continuous training and development
  • Reward and recognition program
  • Flexible, full-time role
  • Regular team building activities
  • Healthy lifestyle initiatives
  • Extensive salary sacrificing

How to Apply

Click ‘Apply Now’ to complete our online application form and attach a copy of your resume and cover letter.

Apply Now

Applications for this role will take you to the employer's site.

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