Customer Service Manager

Company Overview: Aquamarine Personalised Home Care is a locally owned and operated family home care business committed to providing affordable, reliable disability support and quality in-home care services. Founded in 2013 by owners who personally experienced the challenges of finding quality in-home care for their loved ones, Aquamarine strives to create personalised care plans that allow seniors to maintain their dignity, independence, and quality of life.Job Summary: As the Customer Service Manager at Aquamarine Personalised Home Care, you will play a crucial role in ensuring the highest customer satisfaction and service excellence standards. You will lead a team of dedicated Customer Service representatives and work closely with caregivers to enhance the overall customer experience. The primary focus of this role is to manage and optimise customer interactions, address inquiries, resolve issues, and foster a positive relationship with clients and their families.Responsibilities:- Build and maintain strong relationships with clients and their families to understand their needs and expectations.
- Lead and motivate a team of Customer Service representatives, providing guidance, training, and support to ensure exceptional service delivery.
- Proactively address and resolve customer inquiries, concerns, or issues promptly and empathetically, aiming for effective solutions that exceed expectations.
- Facilitate effective communication between clients, caregivers, and internal teams to ensure a seamless and positive customer experience.
- Identify opportunities for process improvement and implement strategies to enhance overall customer satisfaction.
- Implement mechanisms for collecting and analysing customer feedback, using insights to drive improvements in service delivery.
- Collaborate with other departments, including recruitment and training, to ensure alignment in service delivery and customer satisfaction goals.
- Establish and monitor quality assurance standards for Customer Service interactions, ensuring consistency and excellence in service delivery.Rrequirements:- Proven experience in a Customer Service management role, preferably within the healthcare or home care industry.
- Strong empathy and understanding of individuals' and families' challenges when seeking home care services.
- Demonstrated ability to lead, motivate, and develop a high-performing Customer Service team.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with clients, caregivers, and internal teams.
- Strong problem-solving skills and the ability to think creatively to find solutions that meet client needs.
- Ability to thrive in a dynamic and fast-paced environment, adapting to changing priorities and requirements.
- A genuine passion for providing quality home care services and improving the lives of seniors and their families.Salary:
75000 - 80000 per annumIf you are a compassionate and results-driven individual committed to delivering exceptional Customer Service in the home care industry, we invite you to apply for this rewarding position at Aquamarine Personalised Home Care. Join us in making a difference in the lives of our community members by providing the highest standard of personalised care.