Consumer Experience Manager

Consumer Experience Manager

Based in Hobart

Total Remuneration Package 110k - 130k Negotiable

Who are we?
OneCare is a not-for-profit organisation that has provided aged care services to Tasmanians for more than 40 years. Our care is founded on the principles of compassion, respect and dignity for the individual and designed for each individual to meet their specific needs. We pride ourselves on our commitment to our employees, who we aim to support in every aspect of their roles.

About the position
We are seeking a full time Consumer Experience Manager to lead and drive a culture of consumer-centre care, where residents feel valued, respected and empowered to live life to the fullest in OneCare services.   The CEM will lead initiatives that improve the consumer experience across five residential aged care homes and two retirement villages. 

We require a dynamic individual that prioritises effective communication, leadership and collaboration within team It is essential that you are an experienced leader who has had managerial roles in Home Care, Aged Care or other customer service focused organisations. A solid understanding and experience of the Aged Care Quality Standards would be ideal.

We care deeply about our residents, our staff and the jobs we do each day. Our workplace is caring, supportive and down to earth. We’d love to welcome someone who shares our values and is comfortable relating to people from all walks of life.

If this sounds like you, we’d love to hear from you.

More about the role:
As the Consumer Experience Manager you will report directly to the Chief Operations Officer and be a major contributor to OneCare’s leadership team. The role includes but is not limited to:

• Lead customer experience improvement programs aligned to OneCare’s Strategic Plan, including design, piloting and implementation.
• Conduct regular reviews of program effectiveness, and ensure continuous improvement of customer experience.
• Assist Regional Managers meet financial targets including occupancy, RAD and additional services.
• Measure, monitor and drive operational performance improvements across the Client Liaison team.
• Provide mentorship, training, and leadership to the Client Liaison team, focusing on performance management and professional development.
• Proactively identify systematic causes and trends of consumer complaints and dissatisfaction and develop solutions.
• Actively work toward achieving the relevant KPI’s as listed in the Strategic Plan 2021-2025 demonstrating operational activities relevant to your areas of accountability and responsibility.
• Be the voice of the consumer within the organisation and advocate for Consumer Directed Care
• Coordinate and grow a state-wide volunteer program for residential services.
• Coordinate newsletters for consumers.
• Coordinate all consumer engagement surveys.
• Coordinate and support all consumer advisory bodies.
• Support the Leisure and Lifestyle team to response to changing consumer needs.
• Drive rollout of new processes and/or technologies across the organisation.
• Maintain facility competitive profiles on multimedia platforms.
• Provide regular reports for the Executive and Consumer and Marketing Sub-Board Committee.
• Maintain strong and positive professional relationships with internal and external stakeholders that support and protect our business interests.

What you bring to the role:

• Relevant Tertiary qualification or extensive experience in Consumer Experience, Leadership and Management or other relevant area.
• 3+ years’ experience in customer centric management roles
• A current driver’s license
• Working with Vulnerable people NDIS
• Experience in not for profit or health environment (desirable)
• Proven track record of prioritising and enhancing the consumer experience leading to measurable improvements.
• Ability to develop and implement strategies that empower residents and families to actively participate in decision-making processes and serve improvements.
• Excellent communication skills, both written and verbal, with the ability to engage effectively with residents, families and staff.
• Strong leadership skills and the capacity to improve workplace culture that leads to strong team engagement and improved team effectiveness.
• Strong problem-solving skills along with the ability to seek all relevant information; analyse that information from different perspectives and making recommendations based on the available information.
• Proven and demonstrated organisational skills and the ability to effectively plan work, manage competing priorities and meet deadlines.
• Demonstrated commitment to a team approach together with capacity to exercise initiative, flexibility, innovation and self-motivation.

What you get in return:

• Generous salary and vehicle package negotiable.
• Attractive not-for profit salary packaging up to $18,550 per FBT year.
• Ongoing professional development opportunities, including access to our scholarship program (up to $20,000), individual mentoring with Proteus Leadership, plus local and interstate conferences.
• Rewarding role working for a highly respected Tasmanian not-for-profit organisation which is a leader in the aged care sector.
• Support of a cohesive professional network of OneCare staff
• Access to Employee Assistance Program for you and your family, discounted private health, plus ongoing health and wellbeing activities.

Please apply via the link and provide resume and a detailed cover letter outlining why you would be suitable for this position.

Applications close 9.00am Monday 13th May 2024. Please note interviews will be held as applications are received.

For a copy of the application pack including the position description, please email hr@onecare.org.au

For all enquiries, please contact Natalie Neilson, Chief Operations Officer on 0439 525 511 or email at natalie.neilson@onecare.org.au

Please Note – an NDIS-endorsed working with vulnerable people check is an essential requirement to work at OneCare.