Bolton Clarke Group one of Australia’s largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally. Bolton Clarke Residential group now has 88 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.
This is a permanent full-time opportunity in a newly created senior leadership position within Bolton Clarke’s Customer & Transformation team. As Head of Assisted Channels, you will define and deliver the enterprise Assisted Channel Strategy and transformation roadmap, improving customer access, customer experience, channel effectiveness and organisational performance across Bolton Clarke.
You will provide enterprise leadership across Bolton Clarke’s assisted channel ecosystem, including phone, email, enquiry management, intake, referral pathways, routing and triage, knowledge management, quality standards, channel governance and customer contact technology.
Responsibilities include:
Use customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunities.
To be successful in this role, our preferred candidate will bring senior leadership experience across customer operations, contact centres, customer service transformation or enterprise channel environments. You will be a strategic, collaborative and commercially minded leader who can influence senior stakeholders and drive enterprise-wide change.
Tertiary qualifications in Business, Management, Customer, Brand, Marketing or a related discipline.
Why Work For Bolton Clarke:
Excellent work/life balance with shifts that suit your personal needs
A caring team environment with strong clinical and allied health support
Career progression and development opportunities
Generous salary packaging and not-for-profit tax benefits – claim up to $18,550 tax free
Private health insurance and gym discounts
An Employee Assistance Program for staff and family
Apply Now: Our application process takes 10 minutes to apply, please follow the below link to start your application.
Our commitment to diversity: At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status.
Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.
If you have any further queries, please contact Troy Groves (
[email protected])
