Customer Experience Coach
Job Reference: 13496
Why You Will Be Excited About This Role
At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.
And right now it's an exciting time to join us, as we transform into a stronger, more agile organisation focused on excellent customer & patient experiences, smarter ways of working, and building a great place to work, joining our mission to be the best pathology provider in Australia.
About Us
Dorevitch, a Healius Brand, are committed to supporting practitioners by delivering timely, accurate and high quality diagnostic results. We know that patients all across Victoria rely on us to collect, analyse and report results, and it is a responsibility we take very seriously.
As our pathology is part of the broader Healius Pathology Pty Ltd network of specialist pathologist practices. As such, our pathology has the governance and support infrastructure that comes with being park of a top 100 ASK publicly listed entity.
What You Will Be Doing
Reporting to the CX Capability Manager, the Customer Experience Coach is responsible for ensuring high levels of quality and compliance across the Customer Experience Centre. You will support learning & development activity to build a highly skilled and capable team that delivers a market leading Customer Experience.
Your key responsibilities will include:
- Quality Assurance and Auditing: Lead and conduct Quality Assurance audits to monitor and evaluate alignment with CX standards and compliance commitments and identify opportunities for improvement. Provide timely and actionable feedback to improve quality and service outcomes.
- Coaching: Deliver tailored and targeted coaching sessions to empower team members and strengthen their skills and capabilities. Help team members to embrace the value of KPIs and how to use them to advance best practices, achieve business goals and deliver an excellent customer experience
- Process excellence: Collaborate with teams to actively identify ways to refine and optimise processes to support team success, enhance operational performance and elevate how service is delivered to our customers
- Learning and development: Partner with the CX Capability Manager to design and deliver best practice training programs and adult learning materials. Facilitate training, coaching and learning activities, promoting the benefits of a growth mindset, initiatives to enhance the employee experience and investment in team member goals
- Continuous improvement: Lead initiatives focused on continuous improvement, leveraging data, trends and feedback to support progress and champion a culture of performance excellence
- Innovation and change: Work with leadership to implement innovative strategies, tools and technologies to enhance the customer experience and align with organisational objectives. Minimise the impact of change and constructively support stakeholders through transitions.
- Promote accountability and effective communication: Collaborate with leadership teams to ensure team members maintain accountability for participation in development activities, consistent sharing of information and their contribution to performance and desired team norms.
- Collaboration: Collaborate with stakeholders to deliver exceptional results for the organisation
- Documentation: Support documentation control activity through a systematic review process
What Type of Person Will Be Successful
Desirable, but not mandatory qualifications:
- Certificate IV in Workplace Training & Assessment or other training related certifications
- Coaching experience in call centres
- Contact Centre technical proficiency
Attributes & skills you possess:
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Strong understanding of customer experience principles
- Proactive mindset for process improvement, innovation and leading change
- Ability to analyse data and translate insights into actionable development plans
- Leading by example. Demonstrate the behaviours and attitudes expected of team members, including a commitment to customer-centricity, professionalism and continuous improvement
- A growth mindset and passion for own ongoing learning and development
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Benefits, Perks and Wellbeing
As part of working for Healius, you will have access to a range of benefits & perks including:
- Benefits platform - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- Fitness Passport – Access top fitness centres & pools across Australia at a subsidised rate.
- Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
- Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
- Confidential health and well-being support through our Employee Assistance Program, available to all employees and their family members.
Our Commitment to Diversity And Inclusion
Dorevitch Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.
Healius is a part of the Commonwealth Government's Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.
How To Apply
Please click the ‘Apply Now’ button to complete the pre-screening questions and submit your application.
If you would like further details please email careers@healius.com.au.
See more of our jobs at www.healiuscareers.com and follow us on LinkedIn.
Healius is committed to responding to every applicant.