Customer Experience Specialist
Apply now Job no: 497784
Work type: Full-Time Permanent
Location: NSW - Hills Region
Categories: Customer Service
About the role:
Based in our Bella Vista office, this role will be responsible for owning the end-to-end customer complaints process at KinCare, from initial notification, to ongoing management right through to reporting and analysis. The customer is at the heart of what we do so your insights will lead to further remedial actions and process improvement activities to ensure that we constantly develop our processes to minimise repeat issues in the future.
You will also be required to establish and develop a system where all complaints and feedback can be tracked and communicated to all stakeholders as well as assessing and responding to our NPS and KPI performance.
Other responsibilities include:
Manage the start-to-finish resolution process of customer complaints, compliments and all types of feedback to industry best practice.
Partner effectively with the business to ensure the complaint response is sufficiently managed.
Investigate complaints that have come in from internal stakeholders and external organisations, in conjunction with key stakeholders.
Identify gaps and develop plans for addressing potential issues and future risks, in alignment with continuous improvement mindset.
Scope the requirements to efficiently record, track and communicate all customer feedback.
Develop training programs across the business where required to support remedial action.
Challenge the status quo – if it isn’t working for our customers, let’s understand more – and drive change balancing the customer and commerciality.
Analyse customer complaint trends and develop action plans to remediate.
We can offer flexibility working from home, as well as time in the office with your colleagues.
Previous experience in a senior complaints or dispute resolution role.
Advanced time management and organisation skills.
Data reporting and analytical skills.
Strong stakeholder relationship skills.
Superior written and spoken communication skills with the ability to negotiate and de-escalate issues.
A passion for process improvement and a genuine strive for positive customer outcomes.
Ability to engage and drive change.
Adaptability to work within a fast-paced and ever-changing environment.
We have a 28 year track record of supporting older Australians and people with a disability to live independently. We’re committed to improving the quality of life and health & wellbeing for our customers through tailored in-home care services.
It’s really the people here who make it a great place to work. When you come to work for us, you can be sure that you will be inspired and challenged every day. Each day you will be surrounded by passionate, committed colleagues and get to build some meaningful connections. You will also receive the support and training you need for a rewarding long-term career.
As a family orientated company, we believe time at work and at home matters. We are all about work-life balance and flexibility. The successful candidate will need to complete a mandatory Police check.
If this sounds like the role and workplace for you, apply now!
Further information about KinCare can be obtained by visiting:
Advertised: AUS Eastern Standard Time 08 Jun 2021
Applications close: AUS Eastern Standard Time
30 Jun 2021
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