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Director of Client Experience – Brisbane

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Organisation : Anglicare

Location : Brisbane

Work type : Full-time

Sector : Community Support Services

Salary type : Annual Package

About the organisation

Organisation Name : Anglicare

About the role

  • Make the role your own and join us during an exciting time of change
  • Key member of the Executive Leadership Team
  • Wide scope of strategic influence and innovation

About us

Anglicare Southern Queensland connects with people at every stage of their life journey responding with compassion and humility, recognising the uniqueness of all individuals and advocating for the most vulnerable in our community. We’ve been proudly empowering generations of Queenslanders by providing care, compassion and hope for over 150 years. Anglicare Southern Queensland’s success is underpinned by the skills of 3,000 dedicated and experienced staff, and almost 600 generous volunteers, who collectively support Queenslanders across 4 major service streams: Community Care, Residential Aged Care, Children and Families and Mental Health and Wellbeing

For three years in a row, Anglicare has been recognised as the most trusted brand for Aged Care and Retirement Villages in Queensland and we are also honoured to receive the Gold Standard for Quality care and support for Aged Care and Retirement. In 2021, Anglicare SQ was named the Provider of the Year at the Aged and Community Services Australia Awards, as well as winning the Innovation in Service Award for outstanding quality care. As an award winning provider, we keep the clients at the centre of everything we do.

About the role

This is an exciting, brand new role in our executive leadership team, created with the client experience in mind as we transition into a new era of both service delivery and business transformation.

The Director, Client Experience (CX), reporting to our Executive Director will ultimately provide exceptional leadership and oversight for Anglicare Southern Queensland’s brand, reputation and engagement with clients and strategic planning and execution of Anglicare’s overall community and client experience goals. You will collaborate and work closely with our executive leadership team, the service Group Managers, Marketing and Communications, Customer Service Centre, and Tendering  to ensure all teams are contributing to providing our community with a seamless experience that positions Anglicare for growth and stability aligned with the future direction of the organisation.

You will support the organisation to provide optimum client experience whilst leading client acquisition strategies and the position will have management oversight of our client contact centres, marketing and branding, new product design and tendering for new opportunities. You will play an instrumental role in ensuring we continue to win awards, such as most trusted brand in aged care.

In this role, you will:

  • Lead a diverse team, with direct reports consisting of Manager, Client Services; Manager, Brand & Campaigns; Manager, Digital Marketing; Tender Coordinator
  • Drive business development strategies and innovations for new client acquisition and organisational growth, including tendering opportunities
  • Understand our clients, walk in their shoes and understand why they like us and when they don’t…why?
  • You will look to all sources of information to understand the reasons clients come to us and why they may leave us.
  • Drive continuous improvements and help us prepare for the changes coming in 2023 as a result of the government reforms
  • Lead the marketing, communications, client service and tendering teams to unite under a common vision to improve CX as we move into a time of disruption and opportunity
  • Bring your ideas, visions and initiatives to the table and be willing to challenge and be challenged for the best interests of our clients and our community
  • Collaborate with all stakeholders and make decisions which are done with consultation and buy in

About You

You will embody and live our values of love, hope, care and humility. You will be thinking of what is in our clients (from young to old) best interests in all you do. You will thrive in a fast paced and challenging role. You are confident, savvy, resilient, compassionate and respond well to challenges and ambiguity. You get up ready to face the day and all that it brings with enthusiasm, passion, humility and a positive attitude.  You see the value and importance of a relationship driven culture in a not-for-profit landscape and are able to influence a diverse range of internal and external stakeholders to bring them on the journey of change and innovation.

You will have some impressive ‘strings to your bow’ and demonstrated experience in the below areas:

  • Proven experience in analysing client experience and implementing client acquisition and retention strategies
  • Strong strategic and creative thinker with demonstrated ability to understand business objectives and to align client experience efforts to business goals
  • Demonstrated experience successfully leading a multi-disciplinary team to deliver on client service improvement and marketing strategies
  • Demonstrated experience building the relevance and market positioning of an organisation to support the organisation’s work with clients and the community
  • Experience in managing client insights (eg. NPS), experience, and service improvement outcomes
  • Experience managing and implementing marketing, brand and communications strategies in a complex, geographically and culturally diverse organisation
  • Demonstrated experience in influencing and managing change
  • Exceptional empathy, listening, interpersonal, networking and influencing skills with demonstrated experience building collaborative relationships with industry partners and stakeholders
  • Experience working in and/or exposure to the not-for-profit sector would be well regarded.
  • Passionate about Anglicare’s vision and ability to promote the same

What we offer

  • The unique opportunity to make this role your own and put your own stamp on it.
  • A chance to support, lead and mentor a diverse team of passionate people
  • An opportunity to be involved in the strategic and operational direction of an organisation that began 150 years ago and help us to create an even brighter future
  • Competitive salary package – with a personal use vehicle, city parking on site, mobile, laptop and more
  • As a not for profit, salary sacrifice up to $15,900 of your salary for living expenses tax free, plus an additional entertainment card (accommodation, meals etc) up to $2650.
  • Flexible work life balance, with option to work from home or remotely from other services

Formal requirements

  • Degree in Business, Marketing, Communications, Social Science or other relevant qualifications.
  • Post graduate qualification in management/MBA would be well regarded.
  • Current National Police Check, Blue Card and NDIS Worker Screening Clearance, meet the requirements of a Key Personnel Check for the purposes of the Aged Care Act (1997) (or ability to obtain)
  • Current Queensland Driver Licence and willingness to travel within the service region
  • Current Covid-19 Vaccination Certificate

Application Process
Apply online with your resume and a cover letter outlining your suitability, interest and capability to meet our requirements and answer our application questions.

Applications close Wednesday 9th February 2022
Applications will be reviewed as they are received.  Please upload your current resume and cover letter.  Interviews will be taking place from the 14th February 2022

For further information, or to request a Position Description, please contact
Seona Craig – scraig@anglicaresq.org.au or call 07 3838 7669

A Pre-Employment Assessment will follow (after shortlisting) for disclosures of pre-existing injuries, illnesses or conditions that could reasonably be aggravated from performing the duties of this position.

Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities and people with a lived experience of mental health issues.  We promote a child-safe environment and are committed to providing on-going care and protection.

How to apply

#PBA3

Please quote in application: Director of Client Experience - Brisbane via Pro Bono Australia.


Profession: #CEO_and_Senior_Management
Sector: #Community_Support_Services
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