• Hands on leadership role
• Consumer experience and insights
• Managing funded project implementation
• Brisbane Location
• Full time 2 year contract

With the title Senior Manager - Consumer Support Services, this role leads the Consumer Support Services team with the aim of improving customer experience by ensuring they deliver effective, evidence based asthma education and other consumer centred support services. The role drives an ongoing effort to find better ways of championing the voice of the consumer to inform strategic decisions.

THE POSITION:

Your team (8) manages the 1800 ASTHMA information line and The COACH Program TM . They are experienced professionals who are highly trained to deliver support and education to consumers in the asthma space and provides subject matter expertise across the organisation.

If you were already in this role, here are some of the things you would have done last month:

• Reviewed the consumer experience on a project, documented the metrics on outcomes and reviewed areas for opportunities and process improvements.
• Championed the research and collection of insights around what consumers and clients need, want and value and put together information on how improvements could be implemented.
• Scanned the market for new and emerging trends to support people with chronic diseases and considered their relevance for people with asthma.
• Provided feedback and support to team members around performance goals.
• Ensured workflow and daily activities were being met or exceeded.
• Spoken to a consumer about a complaint.
• Liaised with the marketing team regarding a consumer messaging project.

ABOUT YOU

We know this role will suit a warm and engaging personality, a confident communicator; an implementer who understands the importance of growth in a business unit.

Experience is important, these will be key to being successful in this role:

• Leadership/Operations experience – 5 years in a service delivery and customer centric environment is our ideal
• Leadership – we’ll be talking about your ability to develop, coach and mentor the team
• Highly experienced in managing a program of work through continuous improvement and process improvement
• Problem solving, planning, strategic thinking and decision-making skills
• Strong credentials around creating an environment that finds the right balance between customer, outputs and values

Understanding of the lived experience of people living with a chronic disease and knowledge of the health care sector

THE COMPANY:

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.

In light of recent COVID-19 developments and in the interests of the health and wellbeing, all interviews will be conducted on-line via video link.

We will be reviewing applications daily therefore, we encourage you to apply quickly. Shortlisting and interviews may take place prior to the advertised closing date.