National Customer Experience Manager - DVA

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National Customer Experience Manager for WorkFocus Australia, a full-time onsite role based in Sydney with national scope. You’ll strengthen stakeholder relationships, drive growth through exceptional service, and shape delivery across state and national teams. As the primary customer contact you’ll manage multi-channel support, boost referrals, embed service improvements, tailor solutions, and identify new business opportunities while representing WorkFocus publicly when needed. Essentials: at least three years’ scheme industry experience, strong understanding of customer drivers in work and wellness services, and tertiary qualifications in allied health or related fields. To apply, tailor your resume to demonstrate revenue growth and cross-functional impact; quote REF10079E, click APPLY, or contact Lauren Yau at [email protected].

Company Description

Join Australia’s most awarded work and wellness provider and set your career path to success!

If you’re passionate about making a real difference in people’s lives and providing excellent customer care, this is the place for you! Help your clients regain their independence and achieve their goals in life and work.

We want to see you succeed in your career, so the same dedication we have for supporting our clients, we also have for supporting you. We will champion your professional development, career progression and wellbeing.

Join us in helping make an impact.

Job Description

How You’ll Make an Impact at WorkFocus

As a National Customer Experience Manager, you’ll play a pivotal role in shaping the success of WorkFocus by building strong stakeholder relationships and driving growth through exceptional customer service. This is a role with true ownership and autonomy, where your efforts directly influence high-quality service delivery and customer satisfaction.

You’ll collaborate closely with our state and national leadership teams to design and deliver innovative, flexible solutions that meet the evolving needs of our customers. This is a full-time position based at any of our WorkFocus Offices Nationally.

How you’ll be making an impact in people’s lives:

• Act as the primary point of contact for customers, ensuring seamless communication and support across all channels.
• Drive referral and revenue growth through outstanding customer service and consistent, high-quality delivery.
• Partner with operational management to embed improvements into service delivery, enhancing case management and customer service capabilities.
• Understand customer needs deeply and develop tailored solutions to overcome challenges.
• Identify new business opportunities and implement strategies to secure and grow our customer base.
• Represent WorkFocus in public forums and on committees as required, showcasing our commitment to excellence.

Qualifications

What you’ll bring to the role:

• Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehab Counselling or other equivalent allied health/work health and safety professions desirable.
• Minimum of three years of scheme industry experience essential.
• Strong understanding of customer drivers and customer service in work and wellness services
• Demonstrated experience in delivering repeat business and /or new business in the workers compensation scheme.
• Commercial acumen to drive business growth, profitability, quality initiatives and marketing activities.
• Exceptional organizational and time management skills.

Additional Information

What we offer you:

• Truly flexible working, in the community, from home and the office – you set your schedule
• Learn and be mentored from a multi-award-winning team!
• Multiple career pathways and professional development opportunities – 90% of our leadership team have been promoted from within!
• Generous financial incentives program to reward you for your impact
• Purchase additional annual leave
• Paid parental leave
• Additional employer benefits package including salary sacrificing, fitness passport, novated leasing, Star Finder referral program and so much more!
• Relocation Assistance
• Fuel Allowance

By joining the WorkFocus Australia team you'll also be part of the MedHealth family, a purpose-built collection of industry leading health, medical and employment brands.

At WorkFocus, we get people well and working.

Since 1989, we have impacted the lives of over 100,000 Australians by providing a range of services to prevent and minimise the social, physical, psychological and financial consequences of injury and illness. Our team of allied health professionals champion the health benefits of good work, supporting and empowering people through the recovery process to return them to better health and life.

By joining WorkFocus Australia you will also be joining the MedHealth Group, a family of industry leading health, medical and employment enterprises, which has been voted 2 years in a row as an Australia’s Financial Times ‘Best Place to Work’ organisation, allowing you to build and take your career all over Australia.

To apply:

Click on the APPLY button or contact Lauren Yau via email [email protected] or call 0477 576 099 or email [email protected]  to discuss about the role quoting REF10079E

#WorkFocusAustralia

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.