Client Experience and Communications Manager (Parental Leave Cover)

Forsight Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

PBI Salary Packaging

Car Allowance

Innovative Culture

Diversity and Inclusion

Professional Growth

Collaborative Environment

Job summary

Forsight Australia is seeking a Client Experience and Communications Manager (Parental Leave Cover) to build strong relationships with clients, families and stakeholders through proactive communication and engaging events. You will shape internal and external communications, oversee marketing efforts, and drive client satisfaction and retention.

The role collaborates with Operations, Quality, Finance, and People & Culture teams to ensure service delivery and stakeholder engagement, while also

Qualifications

• High level proficiency in using a wide range of computer software and the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).
• Strong written and verbal communication skills.
• NDIS Worker Screening Check or willingness to obtain.

Responsibilities

• Manage client transitions and maintain relationships with new and existing clients and their families.
• Oversee marketing campaigns and attend networking events.
• Organise team and client events and manage merchandise.
• Triage complaints and coordinate feedback via surveys.
• Create and manage internal and external communications.
• Directly manage the Administration Coordinator and oversee basic vehicle and property maintenance.

Skills

Communication skills

MS Office

Proactivity and creativity

Attention to detail

Planning and execution

Team leadership

Education

Related field qualification

Tools

Microsoft Office Suite

Job description

Client Experience and Communications Manager (Parental Leave Cover)

A diverse and busy role, the Client Experience and Communications Manager builds and maintains strong relationships with clients, their families and other key stakeholders through proactive communication, engaging events, and a commitment to ensuring their satisfaction with the services we provide. This role acts as a central point of contact, effectively managing client feedback and complaints to foster trust and loyalty.

It is instrumental in shaping the organisational narrative and expanding its reach through the strategic development and implementation of all internal and external communications and marketing efforts, ultimately driving client satisfaction and retention, enhancing brand reputation, and supporting the achievement of organisational objectives by acting as the medium through which we hear and understand the client’s voice.

With our current incumbent going on Parental Leave, we're looking for someone to step in and make the role their own!

About Us

As a 'for-purpose' organisation providing Supported Independent Living (SIL) to individuals with a range of sensory impairments and additional disabilities, our focus is to create opportunities for people to enhance their independence, inclusion and wellbeing.

Forsight was established in 1978 by a group of parents and teachers wanting to ensure their children had a pathway to independent living as young adults and beyond. Their mission has expanded to include people with a range of sensory impairments and disabilities, now supporting a growing number of clients in homes throughout Greater Sydney and the Illawarra. The love and dedication of those original parents and teachers remains at the heart of all we do.

With 16 shared accommodation homes across Greater Sydney and Illawarra, our mission is to provide high-quality care and improve the quality of life for our clients. You can visit our website at www.forsight.org.au to learn more.

About the Opportunity

Key accountabilities include; manage client transitions, maintain relationships with new and existing clients and their families, oversee marketing campaigns, attend networking events, organise team and client events, manage merchandise, triage complaints, coordinate feedback via surveys, create and manage internal and external communications, and directly manage the Administration Coordinator. The role also oversees basic vehicle and property maintenance requirements via the Administration Coordinator.

The role collaborates primarily with the Operations Team to ensure smooth service delivery and client satisfaction. It also involves direct engagement with clients and a broad range of internal and external stakeholders for various initiatives. Success in the role requires effective cross-functional collaboration with the Quality, Finance, and People & Culture Teams, leveraging their expertise as needed. External stakeholders include for the provision of marketing, vehicle and property maintenance services.

Role Requirements

• Qualifications in a related field
• At least two years’ experience applicable to the role and sector.
• High level of proficiency in using a wide range of computer software and the Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook and Teams.
• Strong written and verbal communication skills.
• High levels of initiative and creativity.
• Adaptable and flexible in approach.
• Excellent attention to detail and planning, organising and execution skills.
• NDIS Worker Screening Check (or willingness to obtain).
• Valid NSW Driver's license.
• The right to work in Australia
• Experience in the disability sector and the challenges facing providers and families.
• Previous small team leadership experience.

Why Work with Us?

• PBI Salary Packaging: Take advantage of PBI salary packaging options via AccessPay for permanent roles, offering you the flexibility to enhance your salary and benefits with the potential to package up to $15,900 per year.
• Car Allowance: To assist you with the costs of using your vehicle.
• Innovative Culture: Join a team that values creativity and embraces new ideas.
• Diversity and Inclusion: Be a part of an organisation that celebrates and promotes diversity at every level.
• Professional Growth: We invest in our employees' development, providing opportunities for continuous learning and advancement.
• Collaborative Environment: Work in a supportive and collaborative workplace where your contributions make a real impact to the lives of others.

You're keen, so what next?

Our talent team will review your application and be in touch if we think we're a match.

Forsight is an equal-opportunity employer and encourages applications from people with diverse backgrounds and experiences. We welcome applications from Aboriginal and Torres Strait Islander people, people with disability, and people from culturally and linguistically diverse backgrounds.