AddressAs 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 and external 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 support requirements are met
- Ensure all reports i.e., shift notes and/or incident reports are submitted in a timely manner.
- Direct activities of support workers at each supported independent living residence;
- Review daily shift notes and action where necessary
- Ensure support hours provided to participants align with contractual agreements.
Where changes are required, ensure this is accurately documented and stored in relevant storage folder
- Ensure all contractual/service agreements are well documented and secured for efficient access, data integrity and security in electronic and hard copy filing system
- Check to ensure that appropriate changes were made to resolve any concerns raised by participants
- Refer unresolved participant grievances to designated staff for further investigation;
- Participate as a member of an extended service team in line with 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 KPI’s are achieved as set by Management;
- Other tasks as assigned by the Team Leader / Manager
- Undertake a range of record and information management tasks including maintenance of case records, preparation or reports, performance reporting and data entry to ensure casework and accountability.
- Ensure that service delivery is based on contemporary, evidence based best practice principles and is consistent with current practice trends and Abilifly’s objectives.
- Supporting and helping maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- 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 Guardian (or ability to apply for one)
- 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 ***********@abilifly.com.au or call 0404 614 ***.
