Client Engagement Manager

Join us and make a positive difference to the lives of people with disabilities, and grow your career as part of our alliance of great minds. Our shared values are Passionate, Respectful, Ethical, Curious and Courageous.

About the role

The Client Engagement Manager is accountable for overseeing the delivery of high quality client engagement service levels, including service access, scheduling and other essential administrative functions. This role provides leadership to the Client Engagement Team Leaders across the region, with a strong emphasis on client acquisition, retention, fostering relationships with internal and external stakeholders, and supporting broader organisational initiatives.

The role is responsible for the Metro Sydney region and will be required to work from the following sites; Allambie Heights, Ryde, Prairiewood, Kingswood and Roselands.

Duties include

• Manage the Client Engagement teams within their region; provide leadership and direction to ensure the team and individual performance targets are achieved
• Develop and implement initiatives and practices that ensure the team effectively engages with and supports changes across the organisation
• Mange the recruitment, development and retention of a high performing team
• Manage the delivery of service levels across New Clients, Service Planning, Customer Service, Account Management and Administration functions
• Coordinate Region & Team scheduling activity to ensure achievement of productivity targets
• Provide quality support to the Client Services Consultant (CSC) team to enable the achievement of performance targets and quality client outcomes
• Maintain understanding of new programs, process and operational changes that impact Client Engagement
• Maintain collaborative relationships with clients and families to ensure service needs and goals are being met
• Share skills, knowledge and experience with team and other internal stakeholders to ensure the best outcomes for clients
• Provide support to the team for more complex enquiries relating to clients, technology and processes

About you:

• Extensive leadership experience in a Client Experience type role
• Proven experience leading multiple leaders across a region
• Excellent written and verbal communications skills
• Strong interpersonal and stakeholder management skills
• A customer centric mindset, with the ability to influence the teams to provide exceptional customer service
• Experience in implementing organisational change & process preferably around client experience
• Salesforce experience desirable but not essential

Working for CPA offers you exceptional remuneration & benefits:

• Access to a tax-free meal, entertainment & venue benefit card valued at $2,650 per year
• Flexible ways of working
• 12 weeks paid parental leave and 2 weeks paid partner leave
• 3 additional leave days each year (conditions apply)
• $100 per year well-being allowance that you can use to enhance your wellbeing (eg: purchase sports equipment, have a massage, take a meditation class, the choice is yours)
• Discounted gym membership for you and your family, using Fitness Passport
• Employee Assistance Program
• Paid Employee Referral Bonus Program, where you can be generously rewarded for referring a friend that joins CPA.

Important information:

At CPA the safety of our staff and clients is of paramount importance. We have assessed this role type as requiring a low level of physical functionality with some inherent requirements.

Please let us know if you have any pre-existing injuries or illnesses which you are currently seeking, or have sought, medical treatment for which you think may impact your ability to fulfil the inherent requirements of this role. CPA is committed to supporting an inclusive work environment and engaging workers with diverse lived experience. We will happily consider and accommodate reasonable adjustments that may be required to support candidates throughout the recruitment process, and to be successful and safe employees of CPA.

At Cerebral Palsy Alliance, we value diversity, foster an inclusive culture and champion equitable opportunities. We strongly encourage applications from candidates with a diverse range of backgrounds and lived experiences including people with disability, Aboriginal & Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and the LGBTQIA+ community.

Cerebral Palsy Alliance is committed to the safety and wellbeing of our clients and staff. As such we encourage all employees be vaccinated against COVID-19. Cerebral Palsy Alliance is an Equal Opportunity Employer. Cerebral Palsy Alliance upholds, advocates for, and protects the rights, wellbeing and safety of people with a disability. We are a child safe organisation and all workers are responsible to adhere to the NDIS Worker Code of Conduct.

CPA is a smoke free workplace including in, on and around CPA sites and vehicles.