Customer Engagement Manager

There to care. Here for good. 

Aged care is so important. Some people forget that. You don’t and neither do we. Because helping people is what we were born to do.We’ve been a leading provider of aged care in communities across South Australia since 1953. That’s a long journey, and we’re proud of our stability and strength.

Now, we’re on a mission to continue to grow and improve our services and impact, hand in hand with our fantastic team.Here, every moment matters and every client counts. And so do you.

Join us as a Customer Engagement Manager and be there to care.

A brighter future with Helping Hand, for older people and for you.

A leader at our Home Care Office, as a Customer Engagement Manager you will lead the delivery of exceptional customer service through the Home Care division's dedicated Customer Engagement team. 

The Customer Engagement Manager will report to the Executive Manager Home Care & Housing.

You will enable the Customer Engagement team to drive and respond to new home care enquiries and championing a positive customer experience for both new and existing customers. This role requires a customer centric mindset where you will lead the team to support both existing and prospective customers who are seeking home care solutions whilst optimising service growth and opportunity for service expansion.

 You’ll also make an impact by:

• Leading the team to coordinate, assess, plan, monitor and evaluate client care and services to continuously improve service delivery and ensure sound compliance management
• Supporting a culture that engages employees through communication, recognition and collaboration
• Identifying opportunities for new services based on information collected through Customer Engagement and work with the Home Care leadership team to implement in line with Home Care operational plans
• Ensuring customers are central to all decisions and actions and that customer service standards are maintained

What you’ll bring 

To succeed in this role, you will have:

• Extensive experience in the management and/or coordination of quality services
• Demonstrated experience in engaging and partnering with customers and external networks to promote and partner with for service delivery
• Experience operating within legislative, government regulation, funding agreement, quality and accreditation frameworks
• A strong understanding of service delivery frameworks and service modelling
• Experience in measuring client service satisfaction and the development of continuous improvement initiatives as required to measure the achievement of client goals
• A high level written and verbal communication skills as well as proven strengths in negotiation, collaboration, networking, report writing, lateral thinking and problem solving
• Computer proficiency in the operation of MS Office software and internet technologies
• WH&S knowledge and skills suitable for the position
• A valid NDIS Worker Screening clearance or be willing to obtain one

You’ll stand out from the crowd if you have some of the following:

• Working knowledge of Aged Care legislation including the Aged Care Standards, the My Aged Care system and contemporary models of aged care 
• Extensive experience in assisting clients to navigate the Aged Care system to ensure they receive the best possible services that they desire
• Knowledge of community networks, and resources and proven skill in utilising these for service development 
• Proven public speaking skills and the ability to engage with and talk to a range of customers and stakeholders 

Why Helping Hand?

We get it - a role in aged care is more than just money. You don’t do it for the pat on the back. You do it because you know it matters - and at Helping Hand, you matter, too.

We truly care about how you are. Here are some of the things we hope you’ll love about working with us:

• We are who you are 

Here’s the thing. When good people come together, amazing things happen. At Helping Hand, you’ll find real support from teammates and managers who share your values and strength. They’ve been in your shoes - and they’ll always be just a phone call away to lend a helping hand.

• We are where you are 

As our Customer Engagement Manager, you’ll know you’re contributing directly to a community you care about. And you’ll see your impact on the faces of the people you’re supporting.

• We care how you are  

In any job, how well you feel affects how well you work. And we take that very seriously. ​​We want you to feel as secure as you can. So, we’re proud that our people say they value the stability that comes with working for a well-established, growing organisation like us.

You’ll also enjoy a range of other benefits:

• Be part of a warm, friendly team that genuinely cares about you and your wellbeing
• Maximise your take-home pay by salary packaging up to $15,899 each year
• Enjoy an additional $2,650 tax free per year with our Meal and Entertainment Card
• Prioritise your health and wellbeing with discounted private health insurance, plus our Employee Assistance Program
• Get active with our Fitness Passport Program and enjoy discounted gym memberships for you and your family
• Access to an Employee Assistance Program (EAP)

Are you ready to lend a helping hand?

Join us at Helping Hand and help shape your future and ours. 

We will be reviewing applications as they are submitted, and conducting interviews accordingly.

Apply online today, or to find out more please contact James Bardsley on *********@helpinghand.org.au

Current Helping Hand employees must notify their manager of their intent to apply. 

All applicants must have the right to work in Australia and hold relevant checks or be willing to obtain them. Successful candidates will be required to attend an induction session before commencing work.

Helping Hand welcomes and respects the diversity our clients, staff and volunteers bring. Regardless of their culture, religion, spirituality, age, gender, sexuality, disability, socio-economic background or personal experiences, our people are included and respected.

Helping Hand strongly recommends that all employees receive COVID-19 and flu vaccinations, as we work in a high-risk setting and are in contact with vulnerable people.