CUSTOMER SERVICE MANAGER

Transcription

1 CUSTOMER SERVICE MANAGER

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3 CUSTOMER SERVICE MANAGER Team: Customer Service Reports to: Regional Customer Service Mgr Award Classification: SCHADS Level 6 New Horizons Level: Level 9 (SACS Level 5) WHAT IT S ALL ABOUT Our purpose is to enhance wellbeing. Through the right advice and services we help customers discover their potential. By putting wellbeing at the heart of everything we do, we move towards our vision of happy, inclusive communities creating opportunities. WHAT YOU DO, WHY YOU DO IT Customer Service exists to deliver exceptional experiences for every customer, every day, and ensure wellbeing is at the heart of everything we do. Your role exists to lead the successful delivery of a range of complex services and ensure they are compliant, financially sound, and aligned to the strategic plan. You will ensure teams within your hub deliver high quality, person centred and recovery focused experiences, through monitoring performance within your hub, and developing motivated and skilled Team Leaders that build and maintain high performing teams. You will build and maintain relationships with the local community to enhance the service experience, as well as ensure local regulatory, procedural and financial frameworks are met, in order to ensure that New Horizons is the number one choice in your local hub for people who need support to enhance their wellbeing. WHO YOU WORK WITH Internally, you will directly supervise a number of Team Leaders, across multiple services and locations. You may also supervise support workers directly. You will report to the Regional Customer Service Manager (RCSM), and work closely with the wider Customer Service team. You will collaborate and communicate with other employees and teams within New Horizons, such as Payroll, Accounts and Finance, WHS People and Culture, Service Excellence, Assets and Facilities etc Externally, you will liaise with Agencies, Community, Clinical & Allied Health Networks, Local Council, Customers, Guardians, parents, carers, government authorities, and other service providers or community stakeholders KEY BEHAVIOURAL EXPECTATIONS You re not just here because you ve got the skills and experience to do your job. Your positive, authentic, inclusive personality is a big part of the reason you re here, and you re expected to bring it to work with you every day. At New Horizons, everything we do begins with our Values of Passion, Integrity and Respect. Because our values are so important, we measure performance not just through what our people achieve, but how they achieve it.

4 To guide you along the way we have a Code of Conduct and Policies and Procedures, which we re all expected to follow. KEY PERFORMANCE EXPECTATIONS The below Key Performance Expectations (KPE) provide an outline of what is expected of you in your Role. Through the achievement of the below KPEs, all employees contribute towards our strategy for success. KPE Leadership & Teamwork Financial Performance Service Excellence Key Requirement & Deliverables Lead a number of team leaders (as well as frontline employees where required), by applying effective leadership practices to build high performing teams. Create a positive learning and development culture, inspiring, motivating and evaluating employee performance through provision of regular feedback, appraisal and development planning. Identify, support & coach employees to support development, career progression and talent retention. Implement and maintain a structured operational rhythm within their hub, including team/hub meetings and 1:1 s. Ensure all relevant information is communicated effectively, including cascading and escalating information to relevant stakeholders. Demonstrate flexible and adaptable communication techniques, and use influencing skills to resolve problems for beneficial outcomes. Manage critical incidents by applying planned and responsive actions in line with relevant policy & procedures. Proactively promote and implement change initiatives and role model positive behaviour in line with our values Support the RCSM to forecast, review and align hub budgets. Ensure all rosters, resources, brokerage and other expenditure aligns to hub budgets Work in partnership with RCSM to review and analyse hub budgets on a monthly basis for inefficiencies and seek resolutions to areas of deficit or surplus. Oversee effective management of customer plans to ensure the efficient and compliant claiming of funds within required timeframe Model person centred and solution focused behaviour and practices, in line with customers needs. Champion and drive service excellence initiatives including quality checking, Customer representative councils, Customer experience etc. Collaborate with specialist and advisory teams to ensure customers have access to appropriate supports. Support strategic projects across the organisation and lead local coordination within hubs. Build strong networks with external customers and other stakeholders

5 Knowledge & Application Continuous Improvement Reporting, Documentation & Administration Risk & Compliance Use advanced professional competence & experience to provide support and guidance to teams working with complex customers Understand and communicate New Horizons strategic direction Comprehensive understanding of relevant legislation, policies and procedures and how this applies to their role Detailed understanding and application of contractual obligations, NDIS guidelines, framework & service offerings, including building awareness in the community Has excellent knowledge of local resources, as well as a strong understanding of New Horizons service offerings and is able to market these in the community Comprehensive knowledge of requirements relevant to the sector Understanding New Horizons Domains of wellbeing Effectively and efficiently utilises New Horizons systems, resources and assets including IT and AFM systems & processes Drive, lead and instil a culture of continuous improvement, by seeking new opportunities to improve customer experiences and service offerings Exercise initiative and judgement, in consultation, to creatively improve service or product offerings for customers. Regularly provide and encourage ideas and feedback for continuous improvement Oversee and ensure that all internal and external reporting requirements are achieved Oversee and ensure all Payroll processes (i.e. Roster live) are complete within agreed timeframes Ensure all P&C processes, including recruitment, on boarding & off boarding processes are completed effectively. Regularly review content of the Customer Management Systems (i.e. Carelink) to ensure customer files are accurate and current, and ensure all Customer Plans, Risk Assessments and QCT requirements are completed effectively Oversee and review Incident reports to ensure appropriate reporting, action and resolution has occurred including reporting incidents to RCSM in line with policy. Coordinate effective office / hub management as required Drive, lead and instil a culture of internal quality through the regular review and completion of monthly reporting, quality checking tools and external reporting with remedial action plans completed when required. Ensure self & team are compliant with contractual obligations

6 Identify inefficiencies and compliance gaps within service provision, and escalate through accurate and timely reporting. In-depth understanding of the organisations risk & compliance framework, and operate proactively to identify and correct issues, or escalate as appropriate. Adhere to internal policies and procedural guidelines to proactively anticipate and control risks Lead and manage incidences as they occur by collating relevant information, following mandatory reporting processes and implementing solutions in a timely manner. Actively promote WHS & Wellbeing, including promptly addressing risks escalated and report all incidents and injuries to WHS as per policy. Regularly review monthly internal and external reporting for data trends. ACCOUNTABILITY & DELEGATION Responsible for the successful delivery of multiple complex services through effective review and Support of team s performance, including the setting of outcomes/targets to achieve the objectives of the organisation. Will operate under limited direction and adhere to established work practices, but may need to undertake functions for which operational policies, practices and guidelines may need to be developed. Influence and has input into the development of strategic initiatives, and leads local implementation of strategic projects & change management activities within their hub with support from Regional Customer Services Manager Has responsibility for decision-making and is expected to provide expert advice within their delegated work area. Is able to approve expenditure in line with the appropriate Financial delegations for their position KEY COMPETENCIES & EXPERIENCE Ability to drive and support change & innovation Capacity to build and maintain effective community connections and relationships Strong people leadership skills, with a proactive, supportive and inclusive management style Contribute to a constructive and innovative workplace culture Advanced competency in working with people with a disability and/or mental illness and understanding of the sector and relevant legislation. Passion for supporting the Human Rights of people with a disability and /or mental illness Understanding of risk management and WH&S requirements Excellent communication skills, both written and verbal, with the ability to engage and influence key stakeholders internally and externally Strong understanding of business processes, including the ability to understand and manage a budget, read/prepare financial data & reports, and sound record keeping & compliance skills Strong Technical & Computer literacy with proven ability to use Microsoft office and reporting systems Excellent communication skills, with the ability to engage and influence key stakeholders Sound understanding of budgeting and financial operations Comprehensive knowledge of person-centred principles and outcomes focused support

7 Ability to find innovative solutions to overcome barriers, with the ability to manage critical incidents, lead under pressure and maintain resilience ESSENTIAL ROLE REQUIREMENTS Relevant Tertiary qualifications and/or significant knowledge and experience in a similar role National Criminal History Check (Police Check) and Working with Children Check Valid NSW Drivers C class licence, with ability to drive vehicles in licence class, including large cars & vans. Acknowledgement I have read and understood the responsibilities of my role as outlined in this position description Employee Signature Date Managers Signature Date