National Member Services Manager

Trusted global not-for-profit brand
Key national leadership position
Highly professional and committed leadership team

MedicAlert® Foundation is Australia’s only not-for-profit organisation dedicated to providing support and assistance to people in the event of a medical or other emergency by providing lifesaving MedicAlert® wearable devices and ID products linked to comprehensive live 24/7 emergency information services. A global, instantly recognised and trusted emergency services business, MedicAlert® has been providing services and protecting our members in Australia for over 45 years.

An exciting opportunity exists for a National Member Services Manager to lead, support and manage the strategic deliverables and objectives of MedicAlert® Services which consist of the Member Services Customer Contact Centre and the 24/7 Emergency Response Services. The position is part of the leadership team reporting to the Chief Executive Officer and will be responsible for the management and execution of short and long term strategies, business plans and activities designed specifically to acquire new members, retain existing members and deliver high quality customer service to our multiple stakeholders, in-line with the purpose and values of the organisation.

To be successful, you will have a strong service ethic, be a strong and engaging leader who role models integrity, commitment, engagement, innovation and advocacy. Membership retention and growth are key KPIs. You will be grounded with previous management and leadership experience and success in a high volume member based customer service environment. Outstanding organisational, communication, people and performance management skills, and a highly effective and engaging coaching approach are required to lead the contact centre team through their day to day activities, drive performance, deliver and exceed assigned targets and KPIs, and facilitate change management. Demonstrated success in database management, maintenance and reporting, with advanced IT skills across Microsoft products is critical. Previous success in contract, supplier and SLA management, identifying system improvements, implementing process and continuous improvement programs that support efficiency and improve services to members are equally important.

This is a rewarding opportunity to lead this critical part of the MedicAlert business.

For further information on our client please visit www.medicalert.com.au