<p><span style="font-size: 10pt;">Location: Frenchs Forest, NSW</span></p> &nbsp; <div class="container"><ul><li><span style="font-size: 10pt;"><strong>Exciting opportunity for a newly created role as Customer Engagement Manager</strong></span></li><li><span style="font-size: 10pt;"><strong>Drive leadership and build capability with the Customer Engagement team </strong></span></li><li><span style="font-size: 10pt;"><strong>Commencing January 2022, full time, permanent role </strong><strong>based in our&nbsp;current Northern Beaches location with office relocation in 2022 </strong></span></li><li><span style="font-size: 10pt;"><strong>Competitive Total Remuneration Package</strong></span></li><li><span style="font-size: 10pt;"><strong>Increase the value of your take-home pay with our PBI salary packaging</strong></span></li></ul><p style="text-align: center;"><span style="font-size: 10pt;"><strong>Aspect is committed to providing an autism friendly workplace and supporting an inclusive and diverse workforce. It is through this commitment that we encourage and welcome applicants from all backgrounds to apply.</strong></span></p><p><span style="font-size: 10pt;"><strong>A different brilliant®</strong>:&nbsp;</span></p><p><span style="font-size: 10pt;">Share our passion for understanding, engaging and celebrating the strengths, interests and aspirations of people on the autism spectrum and discover a different brilliant®.</span></p><p><span style="font-size: 10pt;"><strong>About the role:</strong> To lead and manage the centralised Customer Engagement Team (team of 5 customer service representatives) and be responsible for the efficient and effective operation of the Contact Centre.</span></p><p><em><span style="font-size: 10pt;"> To view the full position profile, please <a href="https://applynow.net.au/jobs/ASPECT1422/assets/16736005">click&nbsp;here</a>.</span></em></p><p><span style="font-size: 10pt;"><strong>Key Responsibilities:&nbsp;</strong></span></p><ul><li><span style="font-size: 10pt;">Support the development of a customer-centric culture across Aspect, guided by effective policies and process frameworks</span></li><li><span style="font-size: 10pt;">Manage the customer enquiry process and seek to continuously improve processes Handle complex customer enquiries, complaints and feedback to the highest standard</span></li><li><span style="font-size: 10pt;">Train, develop and support the Customer Experience Team to provide services that exceed customer expectations and drive conversion rates</span></li><li><span style="font-size: 10pt;">Develop and maintain a strong knowledge and understanding of Aspect’s services and administration policies</span></li><li><span style="font-size: 10pt;">Maintain and improve the Customer Relationship Management system (Salesforce) and other digital tools to collect and effectively manage customer contact details</span></li></ul><p><span style="font-size: 10pt;"><strong>About you:</strong></span></p><p><span style="font-size: 10pt;">You are a role model of customer centricity with the ability to influence outcomes and solve complex problems that improve the customer experience.&nbsp;You’re a strategic thinker and planner - you understand your customers well and know how to pave the way forward to create growth opportunities. Your outstanding leadership skills ensures the team remain motivated to deliver the required performance and are committed to the customer journey.&nbsp;</span></p><p><span style="font-size: 10pt;"><strong>Essentials:</strong></span></p><ul><li><span style="font-size: 10pt;">Demonstrated track record in delivering results in customer service and sales as well as expertise&nbsp;of CRM systems, practices and solutions</span></li><li><span style="font-size: 10pt;">Minimum 5 years’ experience in a senior Customer Service/Contact Centre related role</span></li><li><span style="font-size: 10pt;">Tertiary qualifications in Business, Marketing or a related discipline</span></li><li><span style="font-size: 10pt;">Knowledge of customer experience management approaches and best practice methodologies used in customer service and sales</span></li><li><span style="font-size: 10pt;">Previous experience in disability sector and an understanding of the NDIS desirable</span></li><li><span style="font-size: 10pt;">Outstanding written and verbal communication skills</span></li><li><span style="font-size: 10pt;">Experience handling difficult and sensitive situations</span></li><li><span style="font-size: 10pt;">NSW Working with Children Check clearance for paid employment due to access to private and sensitive client&nbsp;information</span></li></ul><p>&nbsp;</p><p><span style="font-size: 10pt;">A National Police Check clearance is a requirement and Aspect will arrange this.&nbsp;Completion of the mandatory NDIS Worker Orientation Module ‘Quality, Safety and You’ is also required.&nbsp;<a href="https://www.ndiscommission.gov.au/workers/support-for-workers/training-course">If you have not already completed the module, click here to access it.</a>&nbsp;</span></p><p><span style="font-size: 10pt;"><strong>What we offer:</strong>&nbsp;&nbsp;A rewarding career&nbsp;with challenging work and many opportunities to learn and grow.</span></p><p><span style="font-size: 10pt;">A competitive package&nbsp;will be based on relevant qualifications and experience. As a Public Benevolent Institution (PBI), Aspect employees receive tax-effective salary packaging opportunities including $15,899 each year tax free, increasing the value of your take-home pay.&nbsp;<a href="https://applynow.net.au/jobs/ASPECT557/assets/12040017"><span style="font-size: small;">Click here for a </span><span style="font-size: small;">summary</span><span style="font-size: small;"> of some of the benefits you can access when working at Aspect.</span></a></span></p><p><span style="font-size: 10pt;"><strong>To apply: </strong>Please include your resume and complete the candidate questionnaire as part of Aspect's online recruitment process. Cover letter is optional.</span></p><p><span style="font-size: 10pt;">Aboriginal and Torres Strait Islander people are encouraged to apply.</span></p><p><span style="font-size: 10pt;">Vaccination against COVID-19 may be a requirement for some positions at Aspect, in accordance with Public Health Orders, Work Health and Safety and duty of care obligations for staff and participants/students. As part of the recruitment/interview process Aspect is collecting information related to your vaccination status to ensure we are in compliance with all government orders and directives.&nbsp;</span></p><p><span style="font-size: 10pt;"><strong>Enquiries should be directed to:&nbsp;</strong>Robyn Eicker, Chief Marketing Officer on<tcxspan tcxhref="0420446066" title="Call 0420 446 066. via 3CX"> 0420 446 066.</tcxspan></span></p><p><span style="font-size: 10pt;"><strong>More information about Aspect: </strong><a href="http://www.autismspectrum.org.au/">www.autismspectrum.org.au</a><strong>.</strong></span></p><p style="text-align: center;"><span style="font-size: 12pt;"><strong><em>Autism Spectrum Australia (Aspect) is committed to providing an environment free from abuse, neglect and exploitation of the people we support.</em></strong></span></p><div id="apply-now-button">Apply Now</div></div>