We are Achieve Australia!

• Maternity cover 12-14 months role
• Full-time - 38 hours per week
• Pay rate - AUD 90,000 plus attractive salary packaging and superannuation
• Hybrid working arrangements

About the role

The Voice of Customer Manager will lead innovative programs to understand the service experience of clients in disability services and deliver improvements to customer engagement and outcomes.

We are offering a 14-month maternity leave cover contract from early Feb 2022 to early Apr 2023.

Key responsibilities include:

• Roll out new programs to assess customer experience in a disability services environment
• Develop and manage customer surveys and conduct customer interviews to assess measures of satisfaction and engagement with services
• Develop new and improve existing processes, systems and tools to capture customer feedback and turn it into actionable insights
• Support evaluation of new programs
• Manage, mentor and support new team of up to 10 casual staff

About you

Achieve Australia supports a workplace that embraces all people's unique contributions and fosters social inclusion through the experience of belonging. Aboriginal Australians and people from diverse backgrounds and cultures are encouraged to apply for this job.

• Proven experience in generating and analysing quantitative and qualitative data to influence and drive service improvements
• Strong communications skills and highly competent using Plain English in written communication
• Proven expertise in the use of CRM systems, online survey applications and Microsoft Office suite
• Prior experience working directly with persons with disability and understanding of inclusive design are highly desirable

About us

Achieve Australia has been providing services to people with disability since the 1950s. Today, we are a registered NDIS provider offering accommodation, community participation, supported employment and support coordination services in Greater Sydney and in Northern Rivers regions in NSW.

• Our Passion is social inclusion for people with disability.
• Our Purpose is to build extraordinary lives, support people with disability to be well, have a home, choose a career, learn new skills, participate in their community and enjoy a full life.
• We live by our Principles of inclusiveness, stewardship, extraordinary outcomes and ethical practices.

Our benefits - Our employees are the champions for an inclusive world and in return we offer:

• Working as part of a team that makes a difference in people's lives
• Access to Employee Assistance and Fitness Passport programs
• Supportive, friendly team environment and culture

Contact us if you have any questions about this position, would like to discuss any reasonable adjustments you may require throughout the recruitment process, or require an alternate method of submitting your application:

• Email [email protected], using the subject line: Voice of Customer Manager enquiry via EthicalJobs
• Come online to talk with us via the Chatbot on our Careers page https://achieveaustralia.org.au/about-us/careers/

Pre-employment checks: Achieve Australia is committed to implementing safer recruitment practices. Applications will be assessed on merit.
Candidates successful from the selection process will require to complete the following:

• Reference checks
• Police check (Please note criminal history does not immediately affect employment opportunities)
• Working with Children check
• NDIS Worker Check
• Health declaration
• Evidence of COVID-19 Vaccination

How to apply: To express your interest, apply online, answer application questions and provide your updated résumé.