JOB DESCRIPTION. 15 September Customer Service Role, Customer Connect DIRECT REPORTS:

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2 POSITION: Customer Service Role, Customer Connect RESPONSIBLE TO: Manager Customer Connect DIRECT REPORTS: KEY RELATIONSHIPS: JOB PURPOSE: Nil Manager Customer Connect General Manager Customer Service, Marketing & Community Investors Customer Connect Administrator Receptionist Customer Connect Cootharinga customers and their families or nominated informal supports Cootharinga service delivery managers Community services and service providers mainstream/disability specific National Disability Insurance Agency and relevant government agencies Members of the community and local businesses Cootharinga staff and volunteers Customer Connect is at the forefront of delivering Cootharinga s strong commitment to: excellence in customer service assisting people live the life they want; and assisting people exercise choice and control over their lives and the services and supports they receive. The Account Manager Customer Connect is required to work as part of a team that: provides a first point of customer contact for potential and new customers and acting as an agent for each person supported by Cootharinga, enhancing the customer experience of Cootharinga s support, including seeking feedback and actively facilitating the communication process between Cootharinga and customer. works with new and existing customers of Cootharinga s services and support to understand their life goals and develop tailored solutions to the customers specifications that can be translated into on-the-ground support; will advocate, facilitate and support people in their planning, choice, negotiation and plan/contract management with any organisations providing them with support services; provides information, advice and support to link customers into their local community and to access relevant community services; and develops and maintains strong working relationships with relevant stakeholders in our business environment. The Account Manager Customer Connect will model Cootharinga s Purpose and Values, in action.

3 DUTIES OF ACCOUNT MANAGER CUSTOMER CONNECT: 1. Provide excellent customer service. 2. Contribute to the operation and development of Cootharinga s customer service model, including: the first point of contact with potential/new customers life goal planning developing and quoting for tailored support solutions; and the ongoing point of contact for customers as required by customer. 3. Undertake continued customer service training, education and other requirements to deliver excellence in customer service, leading by example. 4. Accurately follow all Customer Connect policies and procedures that adhere to a successful and vibrant customer service department. 5. Assist in facilitation and enhancement of Cootharinga s customer feedback mechanisms and solutions framework, including Customer Reference Groups; receipt of compliments and suggestions; and complaints handling. 6. Deliver ongoing reports to Manager Customer Connect on our customer service performance and provide expert advice for ongoing improvement. 7. Work within Cootharinga s Host Provider service under Your Life Your Choice, broker and plan manager support service - available to customers in their negotiations and interactions with any service provider (community, disability specific or commercial). On the direction of, and accountable to customers, this may include managing a customer s service budget. 8. Work with the Manager Customer Connect in the development of initiatives that support individuals and families to connect with community life and services. Examples include Parent Connect and My Time peer support initiatives. 9. Work collaboratively with other teams, provide expert advice, evidence and forecasts on customer perspectives, choices and future needs for Cootharinga s business development, marketing and branding strategies. 10. Actively seek out, develop and maintain productive relationships with key stakeholders in our business environment. 11. Follow policies, procedures and standards relevant to your areas of responsibility. 12. Other duties as requested by Manager Customer Connect if required. NOTE: Work outside standard hours and travel within North Queensland may be required.

4 KEY PERFORMANCE INDICATORS FUNCTIONS 1. Delivery of Cootharinga s customer service model, including: promotion of services, customer engagement and experience processes. KPI S i) Provide expert advice for ongoing improvement; ii) Deliver ongoing reports to Customer Connect Manager on our customer service performance; iii) Contribute to Customer Connect Team meetings to optimise knowledge and skills of Customer Connect Team and information delivery to whole organisation; iv) Provide information within Cootharinga through information sharing processes to enhance organisational delivery of excellent customer service; v) Source, develop and manage information resources for Cootharinga services to enhance their abilities to support and link customers; vi) Provide information to broader community about Cootharinga services, provide Cootharinga representation at customer and community engagement events; vii) Support customer to identify and develop Life Goal Plans and service requirements, and work with Cootharinga services to understand and deliver on these requests; viii) Attend continued customer service training, education and other requirements to deliver excellent customer service; 2. Manage the operation and development of Cootharinga s customer feedback mechanisms and solutions framework, including: 3. Work within Cootharinga s Host Provider service under Your Life Your Choice i) Seek out and facilitate opportunity for customer feedback; ii) Monitor compliments and suggestions; iii) Follow up complaints handling process; iv) Ensure appropriate communications occur between Cootharinga and customers, in response to feedback. i) Assist with development of expansion into a broker and plan manager support service; ii) Work with customers to enhance their confidence and abilities to self-direct, including providing appropriate case management to customers to support their confidence and abilities to identify and engage with their communities;

5 iii) Working collaboratively with other teams, provide expert advice, evidence and forecasts on customer perspectives, choices and future needs for Cootharinga s business development, marketing and branding strategies. iv) Develop and maintain productive relationships with key stakeholders in our business environment. 4. Assist with the operation and development of initiatives that support individuals and families to connect with community life and services. i) Contribute to reference groups and provide appropriate feedback representative of customers, both within Cootharinga and the broader community; ii) Link or facilitate customers and enquirers to peer support networks and information networks. 5. Follow policies relevant to your area of responsibility i) Monthly report to Customer Connect Manager ii) Identify, provide feedback and contribute to development of policies and supporting procedures. iii) Develop effective networks and research industry benchmarks to assist with continuous improvement in line with Cootharinga s strategic plan Account Manager Customer Connect (Please print full name) Date Manager Customer Connect (Please print full name) Date

6 SELECTION CRITERIA FOR ACCOUNT MANAGER CUSTOMER CONNECT: ESSENTIAL: 1. Proven expertise in working in a customer-directed business environment, where customers purchase support and services. 2. Highly developed communication and interpersonal skills and proven capability to connect and build rapport with multiple stakeholders. 3. Superior understanding of the disability or human services business environment as it is evolving in Australia. 4. High level of expertise in person directed goal planning and translating these into tailored support, accountable for the delivery of specified outcomes. 5. High level of financial acumen including: the development of individual service quotes; and management of customers tailored budgeted plans. 6. Demonstrated understanding of information technology systems and solutions. 7. Demonstrated experience in using Microsoft Office package, i.e. Word, Excel, PowerPoint and Outlook to Intermediate level. 8. Current C Class Drivers Licence, acceptable under Queensland Legislation. 9. Demonstrated ability to enhance the skills, abilities and confidence of others. DESIRABLE: 1. Demonstrated knowledge of legislation, policy, and associated programs in the disability and/or related community services area. 2. Solid understanding of NDIS, and government agency funding processes.