Head of Client Engagement. Permanent Full Time - East Coast Location

About the Organisation
Empowering people with disability to live life the way they choose is at the heart of how Life Without Barriers has operated for over 25 years. This is an exciting opportunity to join our team and continue this mission. Support people with disability to have the choice, control, and independence to live their best life. If you’re passionate about inclusivity, respect, and making a meaningful difference, this is the career move for you.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers. Join a community of people dedicated to breaking down barriers.  

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the Role

We are focused on becoming the trusted partner in the lives of the people we support and their families. The Client Engagement team provides an end to end customer relationship management response for people with a disability and those experiencing mental ill health aligned to the NDIS planning process.  The team is 12 months young and have achieved a lot in that time.  We are seeking a leader who understands customer service deeply, how to leverage data to inform decision making and have a commitment to coaching a high performing team to realise their potential. This is a permanent full time position that can be based anywhere on the East Coast and can be performed from home or in one of our local offices where some travel will be required.

This is an opportunity for a strong Leader that has operational knowledge of the NDIS and customers at the core of everything they do.

Key Responsibilities

• Lead a nationally consistent approach of our client engagement practices across a geographically dispersed workforce that drives consistency, improved efficiency and an exceptional client experience
• Implement governance and overarching approval processes for client planning, rosters of care and support plans to ensure
• Lead continuous improvement initiatives and projects to review, support, and drive efficiencies and the delivery of great customer service
• Develop and provide input into relevant organisational policies and procedures that impact on or relate to client engagement, service planning, plan reassessments and the client experience
• Partner with Client Services teams to ensure that the end-to-end process delivers optimal outcomes for clients
• Support growth initiatives with a commitment to a customer first approach
• Identify targets based on revenue goals across service channels, recognising opportunities and introducing strategies to optimise conversion and retention rates
• Undertake analysis and reporting of team performance, client retention, outcomes and plan maximisation

Skills & Experience

• Experience working in the Disability Sector and with the NDIS/NDIA
• Experience establishing and leading customer service functions within a human services environment
• Demonstrated change management experience across diverse and multifaceted projects
• Experience driving and delivering commercial outcomes through great customer service
• Outstanding interpersonal skills with a focus on collaboration across various teams

Benefits

• Be part of a high impact team, committed to outcomes for the people we support and their families
• Lead a national team to deliver an exceptional customer experience across the client journey
• Join one of Australia’s largest disability service providers and leading social purpose organisations
• Work from home or the office

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including persons with disability that require adjustments, contact Mikaella Latimore at recruitment@lwb.org.au.

Applications close at midnight on 26 November.

To be considered for and appointed to a position at Life Without Barriers, you must be fully vaccinated against COVID-19 with a minimum of two (2) doses or hold a valid medical exemption certificate, in accordance with Life Without Barriers Employee COVID-19 Vaccination Policy. You will be required to provide evidence of your vaccination status during the recruitment process.

Life Without Barriers supports the Royal Commission into violence, abuse, neglect and exploitation of people with disability. We believe people with disability need to be heard and for these experiences to influence how support services like ours are delivered. View our statement here https://bit.ly/2GzZGWA