Manager, Customer Contact Services

Desire to Design Best Practice Customer Experience?

Social Futures is a voice for social change across regional Australia, with a history spanning over 47 years.  Receiving over 50,000 phone and online enquiries in 2023, our vision is to create an integrated Customer Contact Approach that ensures equitable access to support for all customers.

Embarking on a career journey with Social Futures means becoming part of a mission that goes beyond just a job.

Your role within our dedicated Customer Experience team will offer you the opportunity to:

• Build a new team focused on best practice Customer Contact Services and supports
• Develop and coordinate standardised administrative systems, policies, and procedures to optimise efficiency and support the achievement of quality outcomes 
• Implement and monitor customer experience initiatives and improvements to optimise the customer journey and improve the perceptions and experiences of customers connecting with Social Futures 
• Be part of the Social Futures Leadership team responsible for delivering on our three strategic pillars; Great Customer Experience, Reputation for Excellence and Sustainable Organisation.

This is a customer first service environment where you are encouraged to use your initiative to create best practice customer service solutions in a manner which reflects Social Futures’ values of Inclusion, Integrity and Learning.

This role is a great opportunity to learn about community services and programs from the front line. Here’s how it will help transform your career:

• Gain valuable knowledge across four key service streams of children, youth and families; disability inclusion; housing and homelessness; and mental health and wellbeing.
• Expand your network by working with a broad range of specialist staff and stakeholders
• Broaden your customer service and administrative skills to include online and phone based service solutions.

At Social Futures, we believe in the value of your voice, and we are dedicated to making positive changes every day. We’ve got your back in providing a supportive and inclusive workplace, one that celebrates diversity and promotes inclusion. Here, your wellbeing matters to us.

Among the benefits, we offer flexible working options, access to ongoing learning and development, generous salary packaging options, a staff well-being program, and the opportunity to bank additional days leave per year. Additionally, we prioritise safety and uphold that Social Futures isn’t just a workplace; it’s a community.

Here, we believe in inclusivity, integrity, and learning. Why you’ll like working with us:

• Your voice will be valued and heard in our mission to support positive social change
• You’ll be part of a supportive, diverse, and inclusive environment where we celebrate individuality
• We prioritise your wellbeing, with benefits such as regular supervision and coaching with your manager, external Employee Assistance Program and flexible working options

We are looking for a person dedicated to great customer service and a desire to make a difference. The successful candidate will have:

• Previous experience in a customer service role in a service organisation, with experience working with a diverse community including people who may present in distress.
• Experience in de-escalation techniques.
• Experience in using client records management systems.
• Well-developed interpersonal skills, including the ability to communicate effectively with a wide range of people and provide relevant and accurate information to stakeholders.
• Demonstrated ability to identify and prioritise issues, problem solve, generate solutions and work collaboratively to achieve a successful outcome.
• Ability to use technology to effectively undertake a wide range of customer support functions.

We are proud to announce that we have received recognition as an accredited Great Workplace by WRK+. Our amazing team makes our workplace special.

Social Futures is an equal opportunity employer and actively recruit from key communities; including Aboriginal and Torres Strait Islanders, LGBTIQSB+, people living with a disability, people with lived experience and people from culturally and linguistically diverse communities. 

Working with Children, National Police Check and COVID Vaccination are mandatory requirements for all staff.

How to Apply:

A cover letter demonstrating how your skills, education and professional experience meet the requirements of the role as outlined in the position description, should be submitted with your application.

To access a position description please click apply or click here

Applications close Tuesday 30 April 2024

Interviews will be conducted throughout the recruitment process.  The position may be filled by close date.

For more information about Social Futures please visit our website:

https://socialfutures.org.au/work-with-us/

For further information, please contact Linda Hayes on 0418 365 ***

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