Customer Engagement Manager

About the role

Reporting to National BDM Shared Living, and working with a dedicated team, you will drive and respond to new home and living business opportunities, championing a positive customer experience. This role requires a customer centric mindset where you will attend to customer enquiries in an agreed response time, with a particular focus towards engaging potential customers seeking home and living solutions whilst optimising sales growth and opportunity for service expansion.

This full-time position will preferably be based in our Ballarat office, however open to applicants from Shepparton, Mildura, Swan Hill, Preston. You will spend time working with the Business Development Team remotely as well as engaging locally with potential customers, Support Coordinators, and families. A typical week will see you spend at least 2 days a week onsite and 3 days working from home/community (flexible).

Key responsibilities

• Ensure the best possible customer experience for new and existing customers.
• Drive the vacancy management portfolio to secure new customers.
• Develop and maintain home and living pipeline.
• Ensure customer information is recorded accurately from first point of contact through to service provision.
• Coordinate relevant assessments, devise, and implement transition plans including individual support plans in conjunction with services for new customers.
• Complete the customer feedback survey in the agreed time frame.

About you

• Background in Support Coordination, Home and living supports and Business Development with at least 2 to 3+ years’ experience in the Disability Sector.
• A strong foundational knowledge of contemporary Disability Services with a good level of understanding of NDIS customer funding ensuring the customers have a right funding.
• Proficient in Intermediate Excel with excellent computer literacy – SCOUT.
• Strong organisational skills, with demonstrated ability to work autonomously and organise and prioritise workload, handle multiple tasks and work efficiently.
• A current Australian driver’s licence and the ability to travel intra state once a month.

What we offer

• We offer the benefits of flexibility, internal and external professional learning, and development opportunities.
• As a charitable organisation, our staff benefit from some Fringe Benefit Tax exemptions through salary packaging up to $15,900 p.a + up to $2,650 p.a on meal & entertainment.
• Salary package living expenses (i.e., mortgage, loan, credit card repayments) meal and entertainment (dining out), a car (new or used)
• We offer employees and their immediate family members access to a confidential, impartial, and professional counselling service.
• Corporate health plans with Bupa.

Culture

People love to work at Aruma because they get the satisfaction of knowing they are Supporting people to live a great life, the life they want, the way they choose. Aruma is also BRAVE. That’s what makes us a trailblazer, being part of our team means you need to meet our BRAVE behaviours (Bold, Respectful, Authentic, Value Teamwork, Excellent) Find out more at www.aruma.com.au

Diversity & Inclusion

Aruma is a Child Safe Organisation and an Equal Employment Opportunity (EEO) Employer. To this end, we invite applicants to answer optional questions around Diversity and Inclusion as part of the recruitment process. The information provided will be treated in strictest confidence in accordance with Aruma’s Privacy Policy.

Only applicants with the right to work in Australia will be considered. Shortlisted applications will be required to undergo pre-employment probity checks.

To ensure the safety and well-being of our people and customers, this role requires the successful candidate to be vaccinated against Covid-19. However, please speak to us if you have any questions about this based on your individual circumstances.

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Aruma’s Talent Acquisition Team will not require the assistance of recruitment agencies at this time – thank you. Please note that Aruma will not be responsible for fees relating to unsolicited resumes directed outside of Aruma’s recruitment process.