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Customer Engagement & Experience Specialist (Relationship Manager) - Ballarat

DPN Casa Capace

Join an award winning team providing beautiful homes for Australians with Disabilities

Casa Capace, incubated within the DPN Group which has been established for over 20 years, has introduced a new concept in home design, enabling quality living for Australians with disabilities. A Casa Capace home is beautifully designed with practical features to help people with specialist accommodation needs to live the life they want.

Our homes are built on the unwavering philosophy that functionality and beautiful design should be accessible to all.

In this role you will be working closely with the GM and wider team to identify, build and manage productive and enduring relationships with people with a disability who are eligible for Specialist Disability Accommodation. You’ll align closely with Casa Capace’s culture and values and ensure that all work is carried out ethically with a sharp focus on compliance and an exceptional level of customer experience.

As the DPN Group offices are located in Sydney, you will be based in your home office space with mobile capability to fulfil team and client requirements of the role. You will thrive being part of a growing business in an emerging market whilst still enjoying the support of a friendly, collaborative team as part of the wider DPN Group. Applicants based within a three hour radius of Ballarat will be highly regarded.

This role would suit someone who is passionate about achieving great outcomes for others and has a strong moral and ethical compass. Previous relationship, support coordination, or community engagement experience will serve you well in this rapidly growing organisation that is leading the way in setting new standards in the specialist disability accommodation sector.

Reporting to the GM, key duties will include:

  • Community Engagement and Growth including building a database of eligible, interested participants in metro, regional and interstate locations; managing a participant’s engagement through the key stages of their SDA housing journey from end to end; and attending, hosting, and speaking at events.
  • Relationship Management with participants from initial enquiry / referral onwards. This will likely include a customer’s support network e.g.: family, support coordinators, Supported Independent Living (SIL) providers, and Allied Health Professionals.
  • Design and Development including ensuring participant preferences and feedback are communicated to the design & development team
  • Compliance ensuring that Quality & Safeguards and other relevant governance requirements are met.
  • Customer Experience enhancement, through implementation of agreed programs

The Customer Engagement & Experience Specialist will also be required to undertake some travel to regional and interstate locations and accommodate some out of business hours activities as necessary.

Our ideal candidate will possess the following:

Skills & Experience

  • 3+ years proven experience in community engagement and relationship/account management or other relevant experience.
  • Knowledge of and experience in working in the Disability sector (including an understanding of the NDIS) is advantageous.
  • Existing relationships with People with a disability (PWD) and community groups within the wider Disability sector are advantageous
  • Relevant industry qualifications highly regarded e.g. diploma or bachelor’s degree in Customer Engagement, Marketing & Communications, Disability Services or related fields
  • Proven co-ordination skills and ability to prioritise and organise competing tasks
  • First-rate communication and influencing/negotiating skills - both written and verbal
  • Exceptional computer literacy, adept in using Microsoft Office suite and CRM’s - exposure to Mac computers beneficial
  • Current Australian driver’s licence and access to well-maintained vehicle (car allowance provided)

Personal Abilities & Attributes

  • Passionate about making a difference to the lives of people with a disability
  • Desire to work in a values driven organisation
  • Highly developed interpersonal and relational skills
  • Intrinsically motivated and able to work remotely when required
  • Approachable, positive and highly motivated.
  • Well presented, genuine & confident.
  • Proven ability to meet deadlines, and be flexible in a fast-paced quickly changing environment
  • A proactive approach to problem-solving with strong decision-making skills.
  • Solid initiative and attention to detail.
  • A strong sense of ethics and values.

Applicants must be willing to undergo required compliance and police checks.

Why work for Casa Capace?

Casa Capace is a stand-alone Social Impact Business, incubated within the DPN Group.

We're bringing a new concept in home design, enabling quality living for Australians with disabilities. A Casa Capace home is beautifully designed with practical features to help people with specialist accommodation needs to live the life they want.
Casa Capace has been developed specifically to cater for Australians requiring Specialist Disability Accommodation (SDA). We design, build and operate SDA, giving us a long-term focus. Our experience and expertise enable a more attractive home, with greater design, liveability and value for participants of the National Disability Insurance Scheme (NDIS).

It's our mission to challenge the unmet demand for SDA housing to positively influence the lives of thousands of NDIS participants, their families, friends, and those who care for them.

Casa Capace is a registered NDIS SDA provider and has a growing close-knit, solution driven team. Our pilot home recently won the Master Builders NSW Housing - Special Purpose Housing award, and we're delivering a large pipeline of SDA across the eastern seaboard.

Find out more at www.casacapacewelcomehome.com or follow us on Facebook @DPN Casa Capace.

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