Customer Service Manager - NDIS
Abilifly Support Services Cairns
Job Title: Customer Service Manager
Job Type: Full-time
Location: Cairns, Queensland
Supervisor: Manager
external stakeholders and service providers to achieve quality support delivery
outcomes; • Ensure all service delivery to clients have a current service agreement in place
documented and stored in relevant storage folder
system
organisational values; Identify areas for improvement and design and implement systems and
processes that enhance the efficiency of the Service delivery and the various
teams.
and data entry to ensure casework and accountability.
objectives.
and a part of day-to-day operations.
Job Type: Full-time
Location: Cairns, Queensland
Supervisor: Manager
Renumeration: $80,000 Per annum
As the Customer Service Manager, you will provide excellence in client service while achieving improved support services to clients in the community, including the vulnerable and children. Working closely with the Branch Manager to lead, motivate and coach the support service team to deliver superior support service and achieve the Branch client excellence targets.As the Customer Service Manager, you will relish the opportunity to enhance support team performance, meet client expectations and satisfaction, achieve quality and compliance requirements and effectively manage and develop the support team.
Role Responsibilities
Engaging with and establishing partnerships with a broad range of internal andexternal stakeholders and service providers to achieve quality support delivery
outcomes; • Ensure all service delivery to clients have a current service agreement in place
- Maintain ongoing relationship/contact with participant aimed at ensuring the
- Ensure all reports i.e., shift notes and/or incident reports are submitted in a
- Direct activities of support workers at each supported independent living
- Ensure support hours provided to participants align with contractual
documented and stored in relevant storage folder
- Ensure all contractual/service agreements are well documented and secured
system
- Check to ensure that appropriate changes were made to resolve any concerns
- Refer unresolved participant grievances to designated staff for further
organisational values; Identify areas for improvement and design and implement systems and
processes that enhance the efficiency of the Service delivery and the various
teams.
- Manage own workload, ensuring that timeframes are strictly adhered to and
- Undertake a range of record and information management tasks including
and data entry to ensure casework and accountability.
- Ensure that service delivery is based on contemporary, evidence based best
objectives.
- Supporting and helping maintain a workplace safety culture by ensuring that
and a part of day-to-day operations.
- Building partnerships and liaising with team leaders to determine the
- Identify participant needs and oversee support delivery within the business
context.
Qualifications
Minimum Cert IV in Business and/or relevant experience.- Current Blue Card issued by the Commission for Children and Young People & Adult
- Current Yellow Card Exemption issued by the Criminal History Screening Unit at the
Department of Communities – Disability Services (or ability to apply for one)
Abilifly Support Services is an Equal Opportunity Employer (EOE). For more information on this job, please contact Ms Deb Pinkham on Deb.Pinkham@abilifly.com.au or call 0404 614 888.
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