AddressOur team is growing!
Tessellate Support Services (TSS), part of the Pathways Tasmania family of services, is a fast-growing specialist disability services provider based in South Hobart, Tasmania. We provide supports to neurodiverse young people from all walks of life helping them live fulfilled lives while being engaged in their communities.
The Role
This position focuses on delivering an exceptional ongoing client experience for our growing client base. The Client Relationship Manager builds strong relationships with clients from the start, utilising strong emotional intelligence to foster meaningful connections and manage challenging client behaviours. They help clients meet their goals and stay fully engaged with their supports.
Key responsibilities include guiding new clients through the onboarding process, clearly communicating service agreements, regularly checking in with clients to assess progress and satisfaction, collaborating on roster creation to meet client needs, and identifying opportunities for systems improvements. The Client Relationship Manager must be skilled in building rapport and trust with clients, even in challenging situations, to ensure a positive experience.
For existing clients, the Client Relationship Manager is a key point of contact to ensure their continued success and engagement with Tessellate Support Services. This requires ongoing relationship management and the ability to navigate complex client dynamics with empathy and professionalism.
Scope of Role
Guide new clients through the onboarding process, ensuring a smooth transition from prospective to active client status.
Build and maintain rapport with clients to foster strong, long-lasting relationships.
Clearly communicate client service agreements, ensuring they are understood and agreed upon at both the initiation of new services and during regular reviews of existing services.
Check in with clients every 8-12 weeks to assess their progress towards goals and ensure services are meeting their needs.
Work with the Tessellate management team on monthly roster creation, balancing client requests with operational requirements.
Liaise with the Coordinator of Support for our clients to ensure supports meet client needs. This will include involvement with Care Team Meetings.
Communicate with support workers to ensure delivery of tailored supports, while remaining a key point of contact for ongoing client success and engagement.
Identify opportunities for systems and process improvements, working with the leadership team to implement solutions.
Work closely with the Operations Manager to provide a high-quality, continuous experience as clients move from the sales process to active service delivery.
Contribute to the overall success and growth of Tessellate Support Services by maintaining strong Client Relationships, driving high levels of engagement and retention, and continuously seeking opportunities for service enhancement.
This role requires initiative, acting under broad instructions from the TSS General Manager.
The role forms part of the leadership team of TSS.
What We Offer
Huge job satisfaction supporting us as we help vulnerable Tasmanians.
A professional and motivational office environment, making a difference for our community.
Free on-site parking.
Work laptop and mobile phone provided.
As a registered charity, we offer industry leading FBT exempt benefits and services that increase your take home pay.
About Pathways Tasmania
Pathways Tasmania is a faith-based community services organisation that provides three main service offerings to the local community which are:
Transformations is a long term, residential drug and alcohol rehabilitation program for men and women, based in Hobart Tasmania. This program is delivered as a three-way partnership between Pathways Tasmania, Transformations Program Australia and Velocity Church.
Launch Youth provides transitional housing for teenage boys experiencing homelessness, offering comprehensive support beyond mere accommodation. Our program empowers clients by imparting essential life skills, facilitating educational attainment, fostering workforce integration, and preparing them for independent living.
Tessellate Support Services is a fast-growing program that provides NDIS Supported care to neurodiverse young people who need assistance to reach their full potential and to enable to them to live fulfilled lives connected with the wider Tasmanian community.
Position Description and Details for Applying
Please contact Rebecca Curran at *******@pathwaystas.org.au to request a copy of the Position Description. Please only apply via SEEK.
Applications close June 2, 2024.
www.tessellate.org.au
