Our team is searching for a Customer Relationship Consultant who is passionate about delivering exceptional service and fostering meaningful relationships with our valued clients.

Who we are:
As a proud not for profit organisation since 1922, Respect Aged Care serves older residents through our high standard of care and community. Our focus is on giving back to older adults by fostering communities of belonging. Headquartered on the northwest coast of Tasmania, our philosophy is: Everyone deserves the right to a life well-lived, with dignity and respect.

Our organisation is constantly growing, with many homes and thousands of residents and employees across Victoria, New south Wales and Tasmania. Respect also has home care services in multiple states, and more than 700 units in different retirement villages and independent living communities.

The position:

The Customer Relationship Consultant is a pivotal role for Costa House, Lara in Victoria, allowing you to make a meaningful impact on the lives of our residents in this picturesque region. We're seeking a results-driven professional to guide families through the journey to aged care, providing expert advice and ensuring a seamless transition. Experience in aged care is not essential, as we provide support and training to help you gain the required industry knowledge

In this role, you will connect with potential residents, their families, and external referrers, and offer empathy and support throughout the customer journey. The role will actively seek to achieve agreed occupancy rates and implement strategies to improve customer and referrer engagement.

Key Duties & Responsibilities:

• Implementing sales plan initiatives.
• Complying with the agreed customer sales method and admission sales process to achieve a great client experience.
• Travel to locations suitable to the client for meetings and presentations for prospective resident.
• Managing channel relationships to ensure Respect obtains more than its fair share of leads.
• Intercept and manage all inbound respite and permanent leads from prospective residents and family members including providing prospective residents with tours of our facilities.
• Ensure and monitor, that all prospects/leads are effectively communicated and responded to in a timely manner.
• Record and manage all prospective leads on our CRM database.
• Ensure that prospective leads are given the necessary information package and that the information within the package is both current and explained clearly in a professional manner.
• Ensure the highest standard of professional self-presentation is maintained to project a positive image at all times of Respect.
• Willingness to meet with prospective clients /representatives out of normal business hours if required.
• Initial data entry of client details into the CRM database for ease of tracking and reporting.
• Prepare and supply all residential permanent agreements/documentation to clients prior to the admission date.

Essential:

• Demonstrated successful sales and marketing experience/skills.
• Demonstrated ability in the application of advanced administrative procedures.
• Ability to understand basic analysis techniques.
• Advanced word processing operation skills.
• Good verbal and written communication skills and the ability to empathise with prospective residents and family members.
• Demonstrated understanding of continuous quality improvement principles.
• Demonstrated ability to undertake work of a confidential nature.
• A current drivers license without restriction.
• Current National Police Certificate (or ability to acquire).

To be considered for employment with Respect, each candidate must satisfy the legislative requirements of Aged Care Worker Screening to ensure suitability to work in the aged care industry.

• Competitive salary and entitlements.
• Pay incentives including not-for-profit salary packaging.
• Meaningful work in a purpose-driven organisation.
• A healthy and positive workplace culture.
• Learning, development, and growth opportunities.

Our purpose:

To care for the elderly in our communities in an environment of respect, value, and belonging.

Our Values:
Respect - Treat all people with fairness and dignity
Care -  Look after and protect the elderly, and each other
Teamwork -  Encourage, cooperate, and build trust
Courage -  Do the right thing, even when it’s difficult
Integrity -  Be open, honest, and trustworthy
Innovation -  Think differently to solve problems.
Excellence -  Drive quality to continuously improve.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

Datacom is successful when our people are successful. So, we provide an open, friendly environment that offers career growth, challenges, and generous rewards. We strive to develop a culture that encourages interaction and promotes social activity. We work hard but we also know how to have fun. We believe future success is dependent upon our commitment to hiring great talent and enabling them to achieve success through a supportive environment and by providing career development opportunities.

This role will be providing key packaging services to one of our largest customers. As part of a broader team, you will be responding to contracted and project requests.

Our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney.We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best!

Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.

What you’ll do

At the moment, as an Applications Packager you will be focused on:

• Software packaging and repackaging. This will cover from discovery through to deployment support
• Package based on BAU tickets as well as project
• Participate in project planning sessions and project delivery
• Prepare documentation for use by Operational staff
• Analyse and rectify packaging problems
• Leverage enterprise grade tools, processes, and frameworks to deliver high quality services and outcomes to Datacom customers in accordance with SLAs
• Ensure outstanding levels of customer satisfaction by demonstrating timely, professional, and attentive responses to customers and colleagues

• Operate in, and contribute to the winning culture of a high performing team
• Identify service improvements, efficiencies and/or cost reductions for Datacom customers
• Follow best practice methodologies and adhere to recognised ITIL processes (e.g., change/release).
• Provide guidance and mentoring to lessor experienced Datacom staff to ensure overall competence and growth in the company continually improves
• Take responsibility and accountability for technical aspects of solutions such as supporting bid responses, product and solution briefings, projects, proof-of-concept management, and training of Datacom support staff.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

You will have 5 years’ IT industry experience, preferably within an IT managed service provider, with approximately 3 years’ experience in a similar Application Packaging role. You will have exceptional knowledge of packaging tools, InstallShield, PACE etc. You will possess exceptional knowledge of Windows 10, 11 and MacOS operating systems. You will have knowledgeable skills in endpoint management platforms, System Centre Configuration Manager, Intune, VMware Workspace ONE and Jamf.

You will bring exceptional troubleshooting, customer service, communication, and prioritisation skills; and will be comfortable and able to work autonomously with minimal supervision. You will be comfortable with rapid change and be available to travel to Datacom, customer sites and conferences when required.

Customer Satisfaction

Ensure outstanding levels of customer satisfaction by demonstrating the following

• Timely responses to customer queries
• Professional verbal and written communication
• Attendance to, and active participation in internal/customer meetings
• Follow-up on assigned action items assigned during meetings

Team Engagement

Ability to operate in a team environment by demonstrating the following:

• Be an effective ambassador for Datacom behaving in ways consistent with the Company Values
• Develop effective working relationships with other members of the team to ensure the best team outcome
• Consult directly with team members, client or other third parties to obtain required information or decisions
• Demonstrate initiative-taking ownership of identified issues as well as effective communications for suggested resolution efforts
• Perform work after-hours where required for project and/or support engagements.
• Share relevant knowledge, experience, and ideas with team members with the aim of building team competence and culture
• Provide constructive feedback to improve team and corporate capability
• Initiative-taking open and honest communication at all levels and remains accountable for personal performance
• Support other members of the wider Intelligent Workspace group wherever possible

Project Delivery

Commitment to exceptional project delivery by demonstrating:

• Compliance with Datacom Delivery Methodologies
• Ensure project design principals result in service improvements, efficiencies and/or cost reductions for the customer/Datacom post implementation
• Successful and responsive project delivery within schedule and budget estimates
• Assigned project activities are completed un-supervised or under guidance of the Project Manager if assigned
• Close collaboration with customers to ensure delivery of project outcomes
• Identify improvements/project opportunities within new accounts and/or contribute to the Service Improvement register for existing clients
• Accurate and efficient delivery of project tasks minimising re-work
• Accurate and timely contribution to project reporting
• Accurate and timely completion of time sheeting for daily activities
• Up-to-Date utilisation forecasts based on assigned work are maintained
• Assisting pre-sales with scoping of project engagements in customer environments
• Managing workloads to allow warm handover to BAU when required for project engagements

 Training and Development

Commitment to continuous personal development by demonstrating:

• Development, maintenance, and execution of initiatives in alignment with a personal development plan
• Attain and/or maintain relevant industry or professional certification(s)
• Provide constructive feedback on the development needs of the team

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.