Customer Service and Relationship Manager

Customer Service and Relationship Manager

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Position Title: Customer Service and Relationship Manager

Department: Operations

Reports To: Head of Operations

Employment Type: Full Time onsite in Tullamarine

Position Summary:

The Customer Service and Relationship Manager plays a critical role in leading and coordinating the delivery of health services, ensuring the highest standards of customer care, support, and operational efficiency. This role is responsible for overseeing daily service operations, supporting team development, and managing key stakeholder relationships to enhance service outcomes. They will act as a liaison and key figure for external stakeholders.

Key Responsibilities:

1. Lead and support the customer service team to deliver timely, empathetic, and high-quality care experiences.
2. Direct and empower client relationship team to understand client needs and tailor services accordingly.
3. Establish and manage performance goals aligned with business objectives.
4. Act as the primary point of escalation for service-related concerns.
5. Manage and nurture relationships with external partners and service vendors to ensure effective collaboration, including attending and driving client meetings.
6. Oversee day-to-day scheduling, workflow coordination, and resource allocation across the service team.
7. Monitor key service metrics (e.g., response times, client satisfaction, reporting requirements) and drive continuous improvements.
8. Identify training needs, mentor staff, and support the professional development of the team, including one-on-one and team meetings.
9. Support the implementation of health service initiatives, compliance measures, and quality standards.
10. Ensure accurate record-keeping, service reporting, and documentation aligned with privacy and healthcare regulations.
11. Collaborate cross-functionally with clinical, administrative, and technical teams to streamline customer journeys and service pathways.
12. Create, update, and communicate the CHM pipeline of client activity.
13. Develop and implement effective operational processes and procedures to optimize productivity, quality, and cost-effectiveness.
14. Promote a culture of teamwork, accountability, and continuous learning within the team.
15. Complete all reporting requirements accurately and on time.

Qualifications and Skills:

1. Minimum 3 years of experience in health services, clinical administration, or relationship management, with supervisory or leadership responsibilities.
2. Strong relationship management skills with the ability to build trust.
3. Excellent communication, emotional intelligence, and problem-solving skills.
4. Proven ability to lead teams in fast-paced, regulated environments.

Additional Information:

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We are a leading Australian Corporate Health & Wellness provider, committed to helping employees achieve long-term behavioral change through our programs. Our team includes highly qualified professionals across various health disciplines, and we value a vibrant, energetic workplace culture.

Source: Company website extract.