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Manager Customer Service and Innovation

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Organisation : Guide Dogs Victoria

Location : Melbourne (Kew)

Work type : Full-time

Sector : Disabilities

Salary type : Annual Package

Application closing date : 28 Jul, 2017

About the organisation

Organisation Name : Guide Dogs Victoria

Guide Dogs Victoria provides high quality training to maximize the independence of people living with low vision or blindness. Our professional services extend beyond the provision of guide dogs, and include innovative children’s mobility programs, orientation and mobility training for adults and people living with an acquired brain injury (ABI), as well as social networking programs to support active community participation. Guide Dogs Victoria is also Australia’s most trusted charity and an employer of choice in the disability sector. Our staff enjoy an inclusive and collaborative working environment where talent is recognised and innovation is encouraged.

About the role

Guide Dogs Victoria currently has a vacancy for an experienced professional to join our team in the role of Manager Customer Service and Innovation, on a full time basis. In this role, you will have responsibility for providing a superior customer experience for clients, for achieving fee-for-service and program funding income targets and for successfully developing and launching innovative new services and products for our clients. There is a strong commercial focus within this role as Guide Dogs Victoria seeks to diversify its income streams.

You will be responsible to: 

  • Lead the development of the capabilities & transformational change required for success following the implementation of National Disability Insurance Scheme (NDIS) & My Aged Care (MAC).
  • Establishing our newly created Customer Service Team;
  • Developing a client centred approach to everything that we do;
  • Developing our Support Coordination capabilities to help clients prepare for the NDIS;
  • Building understanding of staff, clients and stakeholders about the reforms;
  • Support our eligible clients to prepare for the NDIS assessment and planning process;
  • Implementing our Envision Referral Strategy to increase referrals and to maximise fee income from new referral pathways;
  • Monitor and respond to Government program, grants and philanthropic funding opportunities;
  • Develop the Peer Support programs to achieve positive outcomes for our clients
  • Develop and commercialise innovative new assistive technology products for global markets;
  • Develop and commercialise “extension” services such as counselling and plan management; and
  • Develop enabling partnerships with like-minded organisations.

 

 The successful candidate will have:

  • Relevant tertiary qualifications within a related field and a demonstrated track record in a similar leadership position;
  • A solid understanding of the disability sector and a good understanding of the NDIS and My Aged Care landscape;
  • A real passion for innovation and providing a superior customer experience; and
  • A commitment to live the values and behaviours of Guide Dogs Victoria.
  • A strong client and customer focus and a commitment to person centred service practices; and
  • A strong alignment with the vision of Guide Dogs Victoria in delivering independence to people with low vision or blindness.

A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging.  

Guide Dogs Victoria welcomes applicants who are blind or who have low vision to apply

How to apply

Applications not allowed for this job listing.

#PBA2

Please quote in application: Manager Customer Service and Innovation via Pro Bono Australia.


Profession: #Management
Sector: #Disabilities
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