• Exciting opportunity for a newly created role as Customer Engagement Manager
• Drive leadership and build capability with the Customer Engagement team
• Commencing January 2022, full time, permanent role based in our current Northern Beaches location with office relocation in 2022
• Competitive Total Remuneration Package
• Increase the value of your take-home pay with our PBI salary packaging

Aspect is committed to providing an autism friendly workplace and supporting an inclusive and diverse workforce. It is through this commitment that we encourage and welcome applicants from all backgrounds to apply.

A different brilliant®:

Share our passion for understanding, engaging and celebrating the strengths, interests and aspirations of people on the autism spectrum and discover a different brilliant®.

About the role:

To lead and manage the centralised Customer Engagement Team (team of 5 customer service representatives) and be responsible for the efficient and effective operation of the Contact Centre.

To view the full position profile, please click here.

Key Responsibilities:

• Support the development of a customer-centric culture across Aspect, guided by effective policies and process frameworks
• Manage the customer enquiry process and seek to continuously improve processes Handle complex customer enquiries, complaints and feedback to the highest standard
• Train, develop and support the Customer Experience Team to provide services that exceed customer expectations and drive conversion rates
• Develop and maintain a strong knowledge and understanding of Aspect’s services and administration policies
• Maintain and improve the Customer Relationship Management system (Salesforce) and other digital tools to collect and effectively manage customer contact details

About you:

You are a role model of customer centricity with the ability to influence outcomes and solve complex problems that improve the customer experience. You’re a strategic thinker and planner - you understand your customers well and know how to pave the way forward to create growth opportunities. Your outstanding leadership skills ensures the team remain motivated to deliver the required performance and are committed to the customer journey.

Essentials:

• Demonstrated track record in delivering results in customer service and sales as well as expertise of CRM systems, practices and solutions
• Minimum 5 years’ experience in a senior Customer Service/Contact Centre related role
• Tertiary qualifications in Business, Marketing or a related discipline
• Knowledge of customer experience management approaches and best practice methodologies used in customer service and sales
• Previous experience in disability sector and an understanding of the NDIS desirable
• Outstanding written and verbal communication skills
• Experience handling difficult and sensitive situations
• NSW Working with Children Check clearance for paid employment due to access to private and sensitive client information

A National Police Check clearance is a requirement and Aspect will arrange this. Completion of the mandatory NDIS Worker Orientation Module ‘Quality, Safety and You’ is also required. If you have not already completed the module, click here to access it.

What we offer:

A rewarding career with challenging work and many opportunities to learn and grow.

A competitive package will be based on relevant qualifications and experience. As a Public Benevolent Institution (PBI), Aspect employees receive tax-effective salary packaging opportunities including $15,899 each year tax free, increasing the value of your take-home pay. Click here for a summary of some of the benefits you can access when working at Aspect.

To apply:

Please include your resume and complete the candidate questionnaire as part of Aspect's online recruitment process. Cover letter is optional.

Aboriginal and Torres Strait Islander people are encouraged to apply.

Vaccination against COVID-19 may be a requirement for some positions at Aspect, in accordance with Public Health Orders, Work Health and Safety and duty of care obligations for staff and participants/students. As part of the recruitment/interview process Aspect is collecting information related to your vaccination status to ensure we are in compliance with all government orders and directives.

Enquiries should be directed to: Robyn Eicker, Chief Marketing Officer on 0420 446 066.

More information about Aspect: www.autismspectrum.org.au.

Autism Spectrum Australia (Aspect) is committed to providing an environment free from abuse, neglect and exploitation of the people we support.