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Client Services Manager

Relationships Australia NSW

Our clients are, and always will be, our first priority. This matters more now than ever before.

Relationships Australia NSW provide a safe, judgement free environment where individuals, couples and families can address the matters impacting their relationships and lives. As a leading non-religious non-profit, we are committed to improving how and where our clients first engage us.

Your new role

You'll manage our small and mighty client services team to ensure all clients have a positive and engaging experience contacting RANSW.

We are going through a period of significant change as we implement a new CRM and re-evaluate our approach to first point of contact to improve our CX. You will act as the voice of the customer on these projects. You will build impactful experiences where clients in distress are effectively directed to the best practitioner.

In collaboration with our Operations and Practice team, you’ll define the processes ensuring we balance client demand with the safety of our employees by not overloading our practitioners with back to back complex clients. This requires unpacking the complexities and re-imagining how we work. All set against the backdrop of a new CRM.

You’re a pragmatic leader who can implement projects, lead a team, and be a point of escalation while hitting the home runs on your targets. Your team is helping to build our business. Once the projects are implemented and embedded, you will drive innovation by identify new ways of improving our CX and accessibility for clients.

The details

  • Full time based in Macquarie Park
  • $98k - $102k + super + salary packaging

About you

As an Manager in Community Services or a Contact Centre environment, you will have:

  • Demonstrated ability to lead a customer centric, engaged team and bring them on a journey of change
  • Experience in operational management and meeting / exceeding performance targets
  • Ability to work in a collaborative, cross functional way with key stakeholders across the organisation to achieve improved outcomes
  • Ability to see solutions where others might not and bring the team on board with your ideas
  • Ability to lead a team of professionals in disciplines that may not align to your own area of expertise

Why Relationships Australia NSW?

  • Build a customer experience and get it right – the details matter as much as the big picture
  • The satisfaction from knowing your team provided the right support to someone in distress and changed their trajectory
  • Every day will bring new challenges and rewards as we meet the needs of each client in a changing environment
  • Work alongside people who truly care about what you achieve together and how you grow as a team.
  • Strong focus on wellbeing including additional annual leave, weekly wellness alerts, fitness passport and salary packaging
  • We value inclusion and belonging. We want a workforce that is reflective of all of the communities we serve
  • RANSW is committed to deepening our relationships with Aboriginal and Torres Strait Island people. Our RAP guides our efforts to build strong relationships, increased employment opportunities, and enhanced respect between Aboriginal and Torres Strait Island peoples and other Australians

Next Steps

If you’re ready for your next challenge, apply online today as we will be interviewing shortly.

How to apply

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