Total 40 Manager level Customer Service job vacancies in box hill victoria

We're searching for a compassionate full time Care Manager at Respect Tongala. If you're fueled by the desire to create a meaningful impact in the lives of residents within a residential aged care home, seize this opportunity to lead with purpose and compassion.

About Us: 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.

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

The Opportunity: The Care Manager is responsible for the coordination and delivery of quality clinical care to residents in accordance with contemporary practice. The Care Manager is responsible to plan, allocate and delegate duties and facilitate the delivery of care according to documented policies and procedures. The Care Manager will contribute to the effective administration of human, material and fiscal resource management according to budgetary requirements.

Essential:

• Successful completion of a minimum Bachelor Degree in Nursing (RN) for all aged care facilities.
• Current registration with the Australian Health Practitioner Regulation Agency (AHPRA).
• Minimum 3 years experience in residential aged care.
• Working knowledge of the requirements of the Quality Agency Standards, Specified Care and Service Principles of the Aged Care Act, Documentation Standards, Residents Rights, Aged Care Funding Instrument and other relevant legislation, regulations and codes of practices.
• Sound clinical knowledge and skills in accordance with contemporary practice.
• Current National Police Certificate (or ability to acquire).

Desirable:

• Previous nursing management experience.
• Experience and involvement in accreditation processes.

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.

What we offer you:

• Attractive pay incentives, along with not-for-profit salary packaging.
• Up to $5,000 relocation allowance to assist with relocation (if applicable).
• Long-term job security in an industry resistant to economic fluctuations.
• A thriving, positive organisational culture that prioritises well-being.
• Abundant prospects for personal and professional growth through learning and development initiatives.

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.  

Why you will love this opportunity as a Sales Manager at Civica

We’re on the lookout for a dynamic leader who has an unwavering passion for sales. This exciting new leadership role involves guiding a team of Account Managers and a Presales Lead, ensuring they expertly manage the daily tasks crucial for hitting our performance goals. As we embark on a thrilling transition to cloud-based solutions, our entire customer base is enthusiastically moving towards cloud services. This is a remarkable moment at Civica's Private Health Insurance sector, as we build upon our rich legacy of successful business operations. With a robust and energetic team already in place, we are committed to taking our performance to even greater heights.

If you have a proven track record in Software Sales or possess experience in selling SaaS solutions, we want to hear from you! You could be just the right person for this opportunity. In the role of Sales Manager, you'll spearhead strategic account and territory planning initiatives. You will craft a compelling vision and mission along with a tailored Go-To-Market (GTM) strategy for your sector. Your expertise will drive sales momentum through proactive efforts, such as forecasting, pipeline development, and thorough planning. You'll oversee a detailed opportunity management process while upholding essential disciplines. Additionally, you will provide valuable insights and guidance on deal-making and skillfully manage customer meetings. Furthermore, you'll inspire a high-performing sales team, nurturing the development and retention of exceptional talent.

In this role, you'll be actively hosting meetings with our customers, fostering engagement, gathering valuable feedback, and supporting our pipeline. You'll have the opportunity to build strong relationships and trust with senior-level clients. Please note that regular travel across ANZ will be part of the journey!

Are you Keen to know more about Private Health Insurance Business and products ?
Please check- Health and Care Information System | Civica

What you will have to be successful in this role

• Possessing an inspiring, motivational, and structured approach, with a strong customer-centric mindset.
• Ability to coach and manage behaviors and priorities based on key performance areas including pipeline management, customer coverage, white space management and account plans
• An individual capable of managing high-volume sales while adhering to disciplined and structured methodologies.
• Previous experience in Private health insurance sector
• SAAS/ Software Sales experience
• The ideal candidate should possess a mindset dedicated to overcoming challenges.
• Demonstrated ability to achieve results and develop effective strategies that cater to customer needs through a consultative approach.
• Proficiency in formulating sales plans and leading efforts to attain desirable outcomes.
• Familiarity with Salesforce is considered an asset.

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.  

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

About us 

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards. 

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

We have an exciting opportunity for an experienced Customer Success Manager to join our high performing team in Melbourne!

Responsibilities

• Serve as the lead point of contact for all commercial matters related to your assigned client base.
• Ensure all whitespace, re-signs, risks, and outputs of the technology roadmaps are captured and maintained as Opportunities within the CRM. 
• Provide quotations to customers
• Look after the ongoing retention of customers by negotiating contract resigns prior to their current contracts expiring. 
• Ensure re-sign engagement is occurring with appropriate lead-up time to the existing contract end date.
• Maintain customer billing by regularly reviewing and auditing customer invoices in collaboration with the assigned Service Delivery Team. 
• Develop deep, trusted advisor relationships across multiple levels of client stakeholders and executive sponsors within your accounts

• Extensive customer experience in IT technology, MSP or related industry.
• Previous experience working as a Customer Success or Account Manager. 
• You have a keen interest in technology and can conceptualise consumption models. 
• High attention to detail and commercial acumen. 
• Dedicated and able to work to deadlines. 

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator. 

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid and work from home arrangements.
• Regular social events and an awesome culture – work with a team of experts in their field
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

Please note, all offers of employment at blueAPACHE are subject to police clearance checks

We are seeking an experienced Facility Manager for our newly acquired facility, Lyndoch Living in Warrnambool, Victoria. If you're ready to bring your skills to a vibrant team, this full-time opportunity is calling your name!

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 Facility Manager is responsible for managing the day-to-day operational, personnel and associated matters across the home. The role will ensure that all professional care and ancillary support services are delivered in accordance with Respect's values, policies and procedures; and to ensure that the home is managed and maintained within the approved budget, accreditation standards, compliance and reporting requirements. The successful candidate will be well supported by Respect’s corporate services team of specialists including clinical, quality, finance, people and culture, procurement, maintenance, and catering services.

Essential:

• Successful completion of a minimum Bachelor Degree in Nursing (RN).
• Current registration with the Australian Health Practitioner Regulation Agency (AHPRA).
• Minimum 3 years experience in residential aged care.
• Working knowledge of the requirements of the Quality Agency Standards, Specified Care and Service Principles of the Aged Care Act, Documentation Standards, Residents Rights, Aged Care Funding Instrument and other relevant legislation, regulations and codes of practices.
• Well-developed communication skills.
• Sound clinical knowledge and skills in accordance with contemporary practice.
• Current National Police Certificate (or ability to acquire).
• Previous nursing management experience.

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.

What we can offer you:

• Competitive salary and entitlements.
• Pay incentives including not-for-profit salary packaging.
• Meaningful work in a purpose-driven organisation.
• Long-term employment in a recession-proof sector.
• Learning, development, and growth opportunities.
• Relocation assistance negotiable.
• Discounted private health insurance.

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)  

We are looking for an experienced General Manager to lead a team of service delivery management professionals. In this role you will be focused on developing and implementing strategy and business plans across your team and with the broader Datacom direction. The role will oversee daily business activities, including working alongside colleagues for sales and customer success adding value and improving overall business functions.

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! 

What you’ll do   

As our General Manager – Service Delivery Management, you will be responsible for ensuring that we deliver service excellence to our customers in commercially compliant and financially sustainable way. Using your strong influencing skills, you will support your team in driving continual service improvement for our customers across our matrix organisation, championing a security first approach in everything we do. With your in-depth experience of technology services outsourcing, you will be able to represent and advocate for our solutions and offerings in support of in account and new customer growth. You will be able to demonstrate strong leadership skills and be able to support our people in all situations and help them in their career development journeys.

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  

• A bachelor’s degree in business or other relevant field or equivalent work experience
• 10+ years of senior commercial or sales experience within a complex and multifaceted manage services environment
• Demonstrated experience managing service delivery teams within an outsourcing arrangement
• Strong business acumen
• Excellent customer relationship building and management skills
• Strong influencing and persuasive ability
• Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
• Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company
• Proven negotiating skills with the aptitude to ensure win/win situations for all parties
• Ability to build and lead an effective and high performing team
• Detailed understanding of service management methodologies and processes including the ITIL framework
• Demonstrate experience or acceptable knowledge of industry standards such as; ISO 27001, ISO 20000, ISO 9000

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. 

Education Perfect is an EdTech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential.

As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.

About the role

We are looking for a Customer Success Manager to join our team in Melbourne on a 12-month fixed-term contract, with the potential for extension. In this role, you will drive product adoption and usage among purchasing schools, manage relationships, and ensure our clients maximise the value of their subscriptions. Your efforts will preserve and grow revenue while ensuring client success.

What you will do

• Drive product adoption and usage across a portfolio of purchasing schools
• Actively manage school relationships to maximise the lifetime value of assigned accounts, ensuring client success and revenue growth
• Renewal management of owned accounts including identifying risks, invoice and subscription management
• Identify upsell opportunities and work closely with our Sales Operations team
• Manage invoices and subscriptions, ensuring unpaid invoices are addressed
• Drive your portfolio of schools to complete EP's Best Practice Course and increase webinar attendance
• Regularly connect with teachers and key decision-makers, developing positive relationships and providing proactive support and care to schools, key contacts and heads of departments
• Keep accurate records in our CRM system, maintaining up-to-date contact details and data hygiene for portfolio schools
• Ensure all classes are successfully enrolled in a timely manner
• Attend meetings and collaborate with various teams to stay informed on product developments
• Support Education Perfect platform expansion by identifying opportunities and assisting BDMs
• Use health metrics to identify at-risk schools and formulate intervention plans, including executive tasks relevant to churn mitigation and follow 'At Risk' mitigation steps
• Understand the competitive landscape and communicate local requirements to Product & Content Teams
• Develop and participate in networking opportunities to promote EP

About you

• Proven experience in customer success or account management
• Experience in the education technology sector (desirable)
• Strong ability to manage relationships and drive customer satisfaction
• Excellent communication skills, both written and verbal
• Experience in managing subscriptions and invoices
• Ability to identify and mitigate client risks
• Strong organisational skills and attention to detail
• Ability to work collaboratively with cross-functional teams
• Experience with CRM systems and data hygiene
• Proactive and results-driven with a focus on achieving targets
• Knowledge of the education sector and competitive landscape (desirable)
• Ability to develop and maintain positive relationships with key personnel
• Willingness to participate in networking events and conferences

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!

What we offer

• As our team is based globally, we offer both remote and flexible working arrangements
• Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
• EAP with unlimited sessions
• Employee referral program - $2000 when you refer a new team member
• Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub 
• EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

• Hybrid working (3 days in office, 2 days from home)
• B-Corp company with multi-award winning products (Good Design x3, Red Dot x2 and Dezeen)
• Customer-centric team (4.8 / 5 star rating out of 3000+ customer reviews)

About Eva

Hi, we’re Eva — Welcome home.

With our laser focus on bringing more thoughtful design to your everyday life, come join us as we help make more people feel at home with Eva.

People are a huge part of the way we work at Eva, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you'd like to be part of, read on below.

We're looking for an experienced Head of Customer to lead our Customer Support function at Eva. Having recently launched our showroom in Melbourne (186 Faraday St, Carlton), this newly created role will own and streamline our online and offline customer experience. You will have three direct reports:

1. 2x Senior Customer Support/Team Leads (online)
2. Showroom Manager (offline)

Success in this role looks like:

• Overall responsibility for Customer Support department, ensuring a consistent and on-brand online and offline customer experience
• Work with Senior Support Leads and Showroom Manager to manage day-to-day activities, ensuring timely resolution of customer queries; that performance metrics and targets are met; and quality assurance is maintained.
• Recruit, lead and coach teams to achieve and exceed performance goals and targets (including NPS, CSAT etc).
• Foster a positive and supportive work culture through regular meetings, feedback, and training programs.
• Work closely with Supply Chain to ensure operational elements of the customer experience is streamlined, and there is optimal planning and forecasting to meet customer needs 
• Collaborate with the marketing team to support promotional campaigns across both retail and ecommerce channels.
• Analyse, optimise and implement strategies, processes, and technology to improve operational efficiency and reduce costs, such as process automation, resource optimisation, and lean management techniques to deliver best-in-class customer support.
• Monitor and analyse customer feedback and metrics to drive continuous improvement and communicate trends and front-line feedback to senior management 
• Regular reporting to monitor team efficiency, SLAs and overall customer service.

• 5-8 years experience in a similar leadership role, and/or call centre operations
• Proven leader with excellent communication skills and practices
• Analytical, logical and a natural problem solver
• Great coach, advisor and mentor to inspire a team of people towards a common goal
• Ability to prioritise tasks, meet deadlines and work independently in a fast-paced environment.
• Proven track record of leading with a high degree of emotional intelligence
• Proficiency with Shopify, Zendesk, Monday.com and/or similar programs
• Bonus points if you've had experience in start ups, ecommerce and omni-channel retail.

• A chance to grow with a rapidly expanding start up.
• Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
• An autonomous work environment where there is never a regular ‘days work’.
• Flexible work - we’re proud to say that we had WFH before WFH became a thing
• All the coffee/ tea/ beers/ kombucha you need.
• Free anniversary mattress and generous friend/family discounts.
• Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
• A diverse culture and a bunch of really lovely people.

If you’ve managed to read this all the way through and have found yourself nodding along the way, then we’d love to see your application come through.

Cosiest,
Amanda

Customer Experience Manager  | Dan Murphy's Castle Hill | Share your spirit

If customer satisfaction was a competition, you’d be the winner. As one of our Customer Experience Managers, you’ll channel your engagement and entrepreneurial spirit to create tailored in store customer experiences and inspiring merchandising that keep our community returning to Dan’s!

We’re looking for a passionate people leader who has a genuine desire to make better happen; for themselves and others around them through team development and trailblazing leadership. This role provides critical operational exposure across the business and the opportunity to kick start a career adventure with Dan Murphy’s.

The ROLE:

• Motivate and lead your team to deliver a world class customer experience which promotes customer loyalty and contributes to revenue growth
• Encourage team to invest in education and dream big about their career - because working at Dan’s is an adventure
• Lead the way with in store tasks, delivering regular coaching and mentoring to store team to inspire them to continuously improve
• Create an environment that enables team to come as they are, because you know that diversity is the magic that makes good culture
• Build a culture that is centred around understanding your community, utilising customer feedback as a pillar in your decision making

The YOU:

• YOU use initiative and intuition to understand your team and inspire them to make a difference for each other and our customers
• YOU are passionate about people development and motivate others to dream big and reach their potential 
• YOU are no stranger to a fast-paced environment and use forward thinking in your decision making
• YOU bring energy to those around you by being your authentic self and by always doing the right thing for your team, customers and community
• YOU use an inspiring and collaborative approach to communication and use this to drive your team’s commitment

How we take care of our PEOPLE:

An exclusive discount card for Dan Murphy’s, BWS and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support, our Employee Assistance Program that offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. Grow your career within Dan Murphy’s and the wider Endeavour Group network.

If drinks excite you - and you’re close-enough on the requirements, we’d love to hear from you!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators

We’re big, but part of something much bigger. Dan Murphy’s is one of a number of brilliant retail businesses like BWS, ALH Hotels, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to work. We’re all about creating a more sociable future - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy #DreamBig #LeaveYourMark #DanMurphys #DrinkBetter #EndeavourGroup 

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.
 

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years’ experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

The team

The Customer Support - APAC team sits within the Global Service & Operations Team which forms part of GBG Technology and Operations and is responsible for providing GBG’s customers with technical support with our products as well as providing Service Management.  With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.

The role

Reporting to the Head of Customer Support - APAC, the APAC Service Manager is responsible for managing the service lifecycle of our products in APAC using modern Service Management practices and in a fast-paced delivery environment.  Working closely with the rest of Customer Support – APAC, Service Management team members in other regions, the wider Technology and Operations team as well as the wider business including Sales and Professional Services, you will lead the Service Management aspects of our APAC product offerings.  Always seeking to improve and deliver service excellence for our external and internal customers. We invite talents with full rights to work in Australia to apply.

Position Location: Melbourne or Sydney, Australia

What you will do

• Deliver Service Management across supported products including Incident, Change, Problem, Event management
• Work closely with the wider Technology and Operations team as well as the APAC business unit to support product roadmap delivery and operations from a service perspective
• Support delivery of Global Service and Operations roadmap items
• Build strong working relationships with internal and external stakeholders including customers
• Manage suppliers effectively leading on all Service Management aspects to ensure excellent service for our customers
• Develop and maintain metrics and insights to track performance, analyze trends, recurring issues, SLA achievement, and uptime data of products and its suppliers to drive improvements
• Lead on the transition of products in and out of service
• Manage disaster recovery plans and execution for APAC
• Drive stability and continuous improvement to enhance the customer experience whilst collaborating effectively with other team members
• Ensure smooth delivery product enhancements, bugs fixes and changes, representing the customer priority within decisions
• Analyse and respond to trends or changes in SLA to customers or from suppliers
• Owns communication to customers on service-related matters e.g. changes, maintenance or incidents, in collaboration with the wider Customer Support APAC team
• Manage high-priority incidents to minimise time to resolve as well as owning incident retrospectives and ensuring the lessons learned are implemented
• Implement and manage the Change Enablement process in line with GBG Standards
• Provide on-call support when there is a major or high-priority incident management

• Extensive Service Management experience and good knowledge of ITIL v4
• Customer centricity
• Proven ability to work well within a team and support others
• Continually development of skills, competences, and knowledge to support personal development
• Strong ability to build and maintain positive relationships within team members across the organisation and wider stakeholders
• Ability to explain complex concepts to both technical and non-technical audiences
• Excellent communication skills when communicating internally and externally
• Highly organised and able to manage time effectively
• Ability to influences and challenge appropriately
• Strong attention to detail, initiating and completing priorities, to high a standard and within required timescales
• Exposure to SRE practices

• Experience in:
• Service Desk Tooling (JIRA)

• BI tools (Splunk, PowerBI).

• API connectivity and MS Power Automate 

Behaviours we'd like to see

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next Steps

If you’re interested, please apply! We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.

To chat with the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch.

Make life@GBG work for you.

• Secure, permanent full-time role
• Free on-site parking, laptop & mobile phone
• Flexible Ways of Working
• Prime office location Hargreaves St, Bendigo

We have an exciting new opportunity for an experienced Case Manager to join our friendly team at our Bendigo Office

About us:

Hearth is a registered NDIS support services provider. Our mission is to be a driving force in changing the disability sector to improve the lives of people with a disability.

Our commitment is to create an environment that nurtures, supports, and engages with our participants and support workers to consistently provide the highest standard of care. We achieve this through fostering and cultivating long-term and sustainable relationships.

About the role:

As a central point of contact for support workers and participants, the Relationship Manager role is core to what makes Hearth different to other support providers.

Responsibilities will include but not limited to:

• Creating and continuously developing relationships between participants, their family, and support teams
• Maintaining relationships with support coordinators, house supervisors, and other relevant community and external stakeholders
• Lead and support the Support Worker teams to provide responsive, person-centered care that enables participants to progress toward their individual care plan goals
• Coordinating a weekly staff roster for each participant and proactively resolving rostering issues.
• Accurate case noting and client reviews that reflect forward planning in line with the participant's NDIS plan.
• Compliance with Hearth policies and procedures to ensure a safe working environment and detailed, timely incident reporting

• Minimum 2 years experience working as a case manager in community services, welfare support, disability support or social work (essential)
• A relevant qualification in community services, welfare support, disability support or social work (desirable)
• Proven experience delivering high quality client-centred service that is targeted and relevant to their NDIS goals
• A Professional level of administrative and business communication, including case noting and report writing
• Excellent time management and organisational skills
• Strong interpersonal skills and high levels of resilience
• Working knowledge of Microsoft office suite and employee rostering systems
• Own car and driver's license

• Join a rapidly growing organisation with a warm and supportive culture
• Small, supportive & friendly team who enjoy dumplings!
• Travel allowance, work laptop & mobile phone provided
• Flexible working hours and the option to work remotely
• Opportunities for career development and progression to other roles within the organisation