POSITION DESCRIPTION | CUSTOMER SUPPORT MANAGER
POSITION PURPOSE: The position has four key elements
- Ensure full occupancy of the care community through effective sales and admissions processes.
- Maximise the uptake of Additional Services and ensure effective provision.
- Lead and provide efficient and effective clerical and administration services, which support the Operations of the business.
- Lead a team that delivers customer support services, responsive to the needs of residents, team members, visitors, and service providers.
REPORTING STRUCTURE: This position reports directly to the General Manager, with a dotted line responsibility to the Regional Relationship Manager (for all sales and admissions processes).
KEY ACCOUNTABILITY AREAS
1. People & Leadership
- Create and/or sustain a high performance culture.
- Provide an environment where team members, residents and families can openly raise questions and suggestions.
- Actively provide feedback to the Customer Support Team to build their knowledge and skills.
- Support the General Manager in bringing Opal’s Vision, Mission and Values to life through all actions, decisions and behaviours.
Key Performance Indicators:
- Results for Customer Support Team from engagement surveys
- Turnover of Customer Suppor Team and feedback
- Absenteeism levels of Customer Support Team
- Feedback re the Customer Support Team Performance
2. Service Delivery
- Support the General Manager in maintaining financial, resident, customer and other information systems, ensuring data is updated in an accurate and timely manner and meets Opal’s quality standards and legislative requirements.
- Ensure resource is available to provide timely clerical and administrative support including producing meeting minutes, mail, faxes, newsletters, reports, letters, newsletters, diaries to support the operational needs of the care community.
- Ensure filing, archiving and systems are maintained in line with Opal HealthCare guidelines, and ensure the security of all resident, team member’s and other confidential files.
- Respond to sales and administrative queries, feedback and suggestions in an impartial, timely and efficient manner, resolving queries first time.
- Organise periodic meetings, Including room bookings, refreshments, scheduling, confirmations of attendance, agendas, minutes and follow up for all meetings, including case conferences, resident and relative meetings, and meetings Involving team members at the care community.
- Escalate relevant issues, concerns and queries through the appropriate channels for resolution.
- Ensure all reception, office, front of house and display areas/show rooms are clean, professional, Inviting, tidy and well present at all times.
- Provide reception and telephone answering support where required and develop ‘first rate’ telephone service.
- Act within delegated authority levels.
- Manage stationery levels, ensuring availability within budget.
- Bank any money received directly at the care community and enter into PeoplePoint on the same day it is received.
- Perform credit card, petty cash, banking, resident charges and reconciliation functions as per Opal HealthCare guidelines.
- Process invoices within Basware on a daily basis.
- Ensure all resident agreements are attached to PeoplePoint for auditing and billing purposes.
- Ensure resident fees are up to date, and follow up outstanding accounts.
- Provide support at other Opal Care Communities within local geographic area from time to time.
- Any other duties as required to support site operational requirements.
Key Performance Indicators:
- Feedback reporting and response times
- Accreditation and internal quality audit outcomes
- HR, resident and training records
3. Sales & Commercial Management
- Ensure the sales and admissions process, including tours, is timely, welcoming, clear and accurate for all new respite and permanent residents, and provide a great first impression of the care community.
- Proactively manage sales enquiries, ensuring the right balance is achieved between ACFI, occupancy and resident type to achieve the financial targets agreed in the annual budget.
- Maximise occupancy by regular contact with key referrers and stakeholders, in line with the stakeholder engagement plan.
- Support the implementation of approved marketing events.
- Co-ordinate and carry out tours of the care community for potential residents and their families, involving the General Manager and other team members as appropriate, to showcase selling points.
- Conduct discussions with prospective residents and families about the Aged Care admission process.
- Negotiate bonds and fees under approval of the RRM and GM in accordance with the Resident Admissions Process and Aged Care Act.
- Build and maintain contact with the community and other Opal stakeholders.
- Implement sales programs to increase the uptake of additional services including managing
- activity programs.
- Ensure the effective administration of the roster as per the below
Key Performance Indicators:
- Supported and financial resident ratio achieved
- Occupancy targets
- All shifts filled on roster with agency and overtime budgets met
- Up to Date Enquiry Database
- Sales Conversion Rates
- Additional Services Sales
4. Workforce
- Participate in the recruitment, development and retention of Customer Support team members with appropriate qualifications, capability, personal values and experience.
- Organise team member interviews, recruitment documentation, team member’s orientation, training sessions and performance appraisals on behalf of the General Manager, in line with Opal standards.
- Ensure that all pre- and post-employment processes are followed for new team members and volunteers, including appointments, interviews, pre-employment medicals, visa and police checks.
- Ensure education, training and personnel records are maintained and are up to date, ensuring all team members meet mandatory annual training requirements.
- Co-ordinate training sessions, teaching materials, and attendance/qualification records.
- Schedule performance evaluations, co- ordinate the appraisal process and update team files.
- Ensure the roster is developed and approved fortnightly, ensuring all shifts are filled with an appropriate mix of permanent and casual team members, and the minimum of overtime, alerting the General Manager in a timely manner where future roster gaps may need further recruitment.
- Update the daily roster with changes in the system ready for payroll.
- Manage team member replacements to fill the daily roster.
- Ensure all Payroll tasks are completed on time and reflect actual rosters for the previous period, including leave and training.
- Monitor annual leave, alerting the General Manager of any excessive leave.
Key Performance Indicators:
- Customer Support team turnover
- All shifts filled on roster with agency and overtime budgets met
- No excessive annual leave
- Payroll completed on time
- Mandatory training and team members records 100% complete
5. Continuous Improvement
- Seek and implement continuous improvement in sales, administrative and customer support areas, looking for efficiencies and improvements to the customer experience.
- Ensure administrative, sales and customer support processes are implemented in line with Opal’s Policies and Procedures and regularly audit processes to identify gaps and opportunities for improvement.
- Attend Peer Meetings in the hub to share and introduce best practice in sales, administration and customer support.
- Ensure all Organisation wide changes to sales, administration and customer support are implemented in line with required timeframes.
Key Performance Indicators:
- Results from team member engagement and resident satisfaction surveys
- Delivery of continuous improvement plans and special projects
6. Safety & Wellbeing
- Create and or/sustain a safety culture where there is zero harm to team members, residents and visitors.
- Adhere to WH&S Policies and Procedures, attending monthly WH&S Committee meetings and maintaining all relevant WHS documentation.
- Promote health, safety and wellbeing in the care community and be a role model for safety.
- Adhere to the requirements of the Master Emergency Management Plan including accurate and timely information for use during evacuations.
Key Performance Indicators:
- Nil injuries
- Records of WH&S meetings
Competencies
Leadership Attributes
- Excellent organisational and time management skills, with a high level of accuracy and eye for detail in written and numeric work.
- Ability to sell, balancing competing commercial criteria.
- Ability to communicate well, verbally and in writing
- Ability to delegate, direct, coach and supervise the work of others.
- Sense of urgency and ability to meet deadlines.
- Pro-active: Ability to engage in an efficient and welcoming manner with all stakeholders of the care community.
- Communicator: Ability to listen to others and hear out concerns, whilst being able to deliver clear, verbal and written communications
- Empathic: Ability to take an active interest in other people, listening and responding appropriately to the thoughts and feelings of others, especially residents and relatives.
- Adaptable and flexible interpersonal style: Ability to deal with and interact with a range of people from a range of cultures, backgrounds and ages.
- Resilient: Positive and mature outlook and continues to drive for outcomes in the face of difficult or challenging situations.
Desirable Criteria
Essential Criteria
- Knowledge of aged care industry, regulations and funding.
- Understanding of relevant standards and licensing.
- Aged care; health care or service industry administration experience (experience in a highly regulated service environment).
- Experience in managing front line team andcoaching/mentoring
- Experience in account management & sales
- Knowledge of rostering and payroll practices
- Experience in developing, implementing and monitoring complex administrative processes.
- Experience in achieving financial targets.
- Current and suitable police check.
- High level of computer systems proficiency.
