AddressCustomer Experience Lead
Are you passionate about creating an exceptional Customer Experience?
ACH Group are committed to delivering outstanding services while continuously improving our customer interactions.
We are seeking a Customer Experience Lead, to work from our Mile End office, where your main focus will be delivering on projects that enable us to better understand and meet our customers' needs.
Full time or part time employment terms can be negotiated for the most suitable candidate.
What you'll do:
As someone who genuinely wants to make a positive impact on customer satisfaction, you will:
- Gather customer feedback through surveys, reviews and various communication channels to create a comprehensive view of customer sentiment.
- Analyse customer data to identify trends and areas for improvement.
- Translate raw data into meaningful insights that guide decision making.
- Report on actionable insights to the relevant teams.
- Collaborate with cross functional teams to drive improvements across the business.
- Continuously refine customer feedback processes to ensure data accuracy, streamlining collection processes and maintaining the highest quality standards.
- Assist with high-risk complaints from external bodies and for the Office of the CEO.
- Be the customer advocate for changes that positively impacts the business.
You will need:
- Excellent verbal and written communication skills for effective customer interactions both over the phone and in person.
- Strong organisational skills with the ability to meet deadlines.
- Well-developed interpersonal skills for engaging with diverse individuals.
- Proficiency in data analysis techniques to interpret data and provide actionable insights.
- Experience in creating reports and dashboards to visualise organisational trends.
- Competence in managing customer feedback and drafting responses, particularly in regulated industries.
- Experience in leading and delivering change projects.
- Advanced Microsoft Excel skills for data interrogation and analysis.
- Satisfactory National Criminal History Record Check (within the last 12 months).
- Valid Australian driver's licence.
- Preferably, experience in a Customer Experience role or extensive customer service experience.
If you want to join our amazing team, we can offer you:
- Career development with inhouse upskilling and external learning opportunities.
- Friendly and inclusive culture, supporting diversity and employee wellbeing.
- Free on-site flu vaccination program.
- Financial advice for HESTA members, our preferred superannuation supplier.
- Wellbeing program including free employee assistance program.
- Recognition program acknowledging significant contributions.
- Salary packaging to maximise your take home pay.
- Discounted Corporate Membership - Health Insurance - BUPA.
- Café and Coffee Barista on site!
ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum for living expenses and $2,650 for meals and entertainment to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted private health).
How to Apply: Press 'Apply' now.
ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.
About ACH Group:
For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we're able to create good lives for our customers. With purpose lead roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.
