POSITION PURPOSE

• To create an exemplary customer service experience for students, health professionals, schools and community agencies by providing customised and fit for purpose education solutions.
• To support the growth of the Education Centre by actively seeking to provide education to more people through the various communities we support — health and allied health professionals, schools, community and disability.
• Develop and implement best practice approaches to drive operational excellence across the entire customer experience including client and stakeholder communication, process improvements and communications.
• Work with the Education Services team and relevant stakeholders to provide detailed insights and analytics through regular reporting to drive growth and the highest quality services.

SPECIFIC ACCOUNTABILITES

Typical duties include but are not limited to:

Customer Service

• Identify, develop, maintain, and grow professional relationships with current and new clients - individuals and organisations - to grow bookings and become a preferred provider of SRH education solutions.
• Partner with key client stakeholders to provide an ongoing customer service and consultation that seeks to provide a customised and fit-for-purpose education solutions.
• Ensure that all customer enquiries are responded to in a timely manner and issues are resolved promptly and professionally.
• Provide operational excellence and management of the Customer Experience Team under the guidance of the Head of Education Services.
• Provide training and support to team members, lead and advise on customer experience team projects, and provide productivity analysis reports for senior management and leadership.
• Develop, implement and monitor customer service policies and procedures for consistent, high-quality interactions.
• Manage customer feedback and complaints as the first point of contact and resolution process decision-maker, before escalating as appropriate.
• Maintain and drive continuous improvement of customer satisfaction and collect customer feedback to meet agreed targets.
• Analyse customer data to identify trends, and opportunities for improvement, and inform decision-making.
• Collaborate with cross-functional teams to implement changes that enhance the customer experience and the integration of services.
• Promote a team culture and environment that delivers excellent customer service.

Systems management

• Work with the customer experience team to lead the development, implementation and maintenance of a best practice framework for the optimisation of digital systems and data collection.
• Deliver optimal customer experience for bookings and communication within current SHV systems, including the current booking systems (Arlo) and Learning Management System (LMS) platform (Moodle).

Workforce Development

• Participate in relevant Quality Improvement, CPD and professional training and development.
• Participate positively within the multidisciplinary framework of SHV by undertaking duties that will contribute to the efficiency education services, as requested.
• Participate in continuing education, contributing to the maintenance of professional quality assurance.

Risk Management

• Undertake reflective practice to include identification of opportunities to minimise risk and enhance client safety, quality of care and experience.
• Work in line with organisation policies and procedures.
• Report any incidences, near misses or ethical dilemmas as appropriate.
• Seek support from other colleagues when presented with challenging problems.

Research and Evaluation

• Keep up-to-date with current educational practice and issues relating to sexuality education.
• Keep up-to-date with legislative changes relating to sex and relationships.
• Accurately record data as scheduled.

Other ad-hoc Tasks

• Work in accordance with program budget guidelines
• Participate in ad hoc projects as assigned from time to time.