The Escalation Operations Manager ensures that patient concerns are handled efficiently and effectively  by leading three key functions of the department: the back-of-house operations, subject matter experts and complaints case management specialists. The role is critical in enhancing our operational workflows, improving patient satisfaction, and driving continuous improvement initiatives.

Key Responsibilities

Escalation Management

• Oversee the roll out and operations of the escalation process framework.
• Identify trends and work on root cause analysis of issues, advocating for solutions.
• Partner with leaders on ensuring coaching and development plans in place on identified trends.

Process design

• Identify quick wins in the processes the team are managing.
• Oversee a repository of documentation related to all processes across Patient Experience.
• Collaborate with teams to significantly improve the processes and turn around times.
• Put in place standard operating procedures.

Reporting and insights

• Analyse feedback and trends to identify areas for improvement and to share with relevant stakeholders.
• Create and distribute daily and weekly reports relating to areas of operation.
• Develop systems and frameworks for monitoring, tracking and reporting team performance, including tracking of KPIs.

People Leadership

• Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
• Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
• Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
• Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
• Support and promote a working environment and services that are inclusive, accessible and celebrate diversity. 
• Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

Continuous Improvement, Safety and Compliance

• Continuously learn from successes and failures to refine and enhance improvement strategies.
• Actively participate in training (including mandatory training) and professional development sessions to enhance skill set.
• Observe, understand and comply with all Occupational Health and Safety Legislation, Regulations, Codes of Practice, Policies, Procedures and directives.
• Be proactive and responsible for own actions, and adhere to compliance requirements relevant to your position (eg. legislation, policy and guidelines).
• Participate in the planning, development and maintenance of organisational systems, governance structures and quality and safety improvement activities. 
• Enforce safety protocols, procedures, and guidelines to create a secure working environment for all employees. 
• Promote a positive safety culture by contributing to health and safety consultation and communication.
• Stay up-to-date with requirements and industry best practices to ensure compliance with relevant regulations impacting your department/team.
• Additional duties as required

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

• Increase the speed to resolution and turn around times of escalations
• Monitor individual performance and output
• Deliver on individual and set departmental OKR and KPI’s as determined from time to time.

The Role

Due to some key project wins, our Melbourne Energy Team are looking for a Design Manager to join their high-performing, diverse team. This opportunity would suit an experienced design manager or project engineer with hands-on design experience to work on a variety of energy projects across Victoria and South Australia.

What will a day in this role look like:

• Oversee and manage designs across multiple projects for utilities and private clients within the energy industry acting as Design Manager.
• Be heavily involved in writing bids and proposals, working with multi-disciplinary practice leaders on strategic approaches to bids.
• Work closely with some of our key clients, developing business, delivery projects and managing RFQs whilst liaising with a team of multi-disciplinary engineers on projects.
• Ensure compliance with industry standards and regulatory requirements by implementing best practices in design quality control, risk management, and sustainability across all projects.

The key objective of the social media manager role is to effectively manage and enhance the organization's social media presence by curating relevant content and designing engaging posts for various platforms. Essential skills for this role include strong content curation abilities, graphic design proficiency, and familiarity with social media trends and best practices. The manager should also possess good communication skills to engage with the audience and promote the organization's message effectively.

Key results

- Effectively manage and enhance the organization's social media presence
- Curate relevant content for various platforms
- Design engaging posts for social media channels
- Possess strong content curation abilities and graphic design proficiency
- Engage with the audience and promote the organization's message effectively

The key objective of the operations manager role is to offer 3-4hours per week to effectively oversee a team of volunteers by managing their activities, ensuring accountability, and facilitating communication. This includes preparing for meetings to discuss progress and challenges, as well as following up on assigned tasks to ensure they are completed. Essential skills for this role include strong organizational abilities, effective communication, and leadership skills to motivate and guide volunteers.

Key results
- Effectively oversee a team of volunteers by managing their activities, ensuring accountability, and facilitating communication
- Prepare for meetings to discuss progress and challenges with the team
- Follow up on assigned tasks to ensure completion
- Possess strong organizational abilities, effective communication, and leadership skills
- Motivate and guide volunteers