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Senior Manager - Consumer Support Services - Asthma Australia

NGO Recruitment

The Organisation

Asthma Australia is a team. Each individual is valued for their unique and diverse contribution to the whole. They know that in order to do good, they need to be great. They are bold, they think big and they inspire. Everything that they do is about empowering people with asthma to live life to the fullest. The team works hard, but also values life outside work. At Asthma Australia team wellbeing is important. Flexible working options, continuous learning and development opportunities and competitive salaries make Asthma Australia a great place to work.

Benefits & Culture

  • Professional development, ongoing training, mentoring by industry leaders
  • High employee retention rates
  • Generous salary packaging benefits

The Role

As a champion for the voice of the consumer, you will drive data analytics and knowledge capture to ensure the quality development, implementation and evaluation of key Asthma Australia consumer support services. You will lead the strategic direction for the consumer support service and the CX journey, ensuring patients receive consistent service and support from the telephone-based health coaching team, as well as managing the implementation of funded projects. Key areas of responsibility will include:

  • Providing vision, inspiration and leadership to a passionate team situated across Australia.
  • Developing and implementing procedures and processes to ensure quality and consistency.
  • Managing the uptake and implementation of the COACH program and 1800 ASTHMA Helpline.
  • Overseeing the delivery of locally based funding agreements.
  • Coordinating the teams’ contribution of content expertise and advice across all service areas.
  • Providing expert advice to identify future consumer support program formats.

Skills Required

You will be a skilled people leader with an understanding of health service innovation and a track record of leading teams to deliver highly targeted, customer centric programs. You will have a thorough understanding of the patient experience in living with a chronic disease. Additionally you will have:

  • Strong experience managing continuous improvement and process improvement programs.
  • Familiarity with managing contracts, budgets and targets.
  • Experience developing, coaching and mentoring a team of professionals to achieve results.
  • High level reporting and presentation skills.

If you’re passionate about helping Australians breathe better, please send your resume and cover letter responding to the skills required above in MS Word format to Lois Freeke quoting #657897. Due to the holiday period, please raise any questions you may have in your cover letter and we will respond to relevant applicants from 11 January 2021.

How to apply

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