Customer Experience Manager

• Lead a passionate Customer Experience team and shape the first impression of a purposedriven organisation.
• Enjoy generous salary packaging benefits increasing your takehome pay.
• Enjoy worklife balance with the ability to work remotely one day each week.

At VMCH every interaction matters. As our Customer Experience Manager you will lead the team responsible for delivering warm human and knowledgeable support to the people and families we serve across aged care home care retirement living disability services and more.

If you are a leader who believes great customer experience starts with genuine care strong relationships and a culture of continuous improvementthis is your opportunity to shine.

Why you will Love This Role

As the face of VMCH for many prospective clients you will play a critical role in shaping first impressions and driving meaningful connections. You will guide a dedicated and passionate team of five customer Experience professionals ensuring each person who contacts us feels respected supported and understood.

What you will do:

Lead and Inspire a HighPerforming Team

• Coach mentor and empower your team to be confident experts across VMCHs full suite of services.
• Foster a culture of accuracy compassion and continuous learning.

Deliver Personalised Human Service

• Champion our commitment to answering every call personallyno scripts no robots.
• Set the standard for empathy professionalism and genuine connection.
• Build trust with prospective clients and nurture relationships with existing ones.

Elevate Customer Experience Across VMCH

• Act as an ambassador for customer care sharing insights and best practices across departments.
• Collaborate with colleagues to strengthen and evolve our organisation-wide customer experience.

Drive Service Excellence & Continuous Improvement

• Monitor service delivery identify opportunities and lead meaningful improvements.
• Encourage ideas and innovation from your team.
• Ensure our service remains responsive compassionate and consistently high quality.

Champion CRM Excellence & Data Integrity

• Ensure accurate sensitive and confidential recordkeeping.
• Promote high CRM standards across the business.
• Provide valuable insights and reporting to Marketing and Executive teams.

What You Bring

• Proven leadership experience in a customerfocused environment.
• Strong interpersonal and communication skills with the ability to engage diverse stakeholders.
• Ability to navigate competing priorities and deliver results in a highvolume environment.
• Experience in customer service training or service enhancement.
• Commitment to VMCHs mission and values.

Highly Regarded:

• Experience in aged care disability services home care or customer experience programs.

Why VMCH

Because the people we employ make it a great place to work! In addition VMCH will provide you with:

• Excellent salary packaging benefits
• Work/life balance
• A competitive salary
• Ongoing professional development
• A positive and supportive workplace culture
• Employee Assistance Program

About Us

Here at VMCH our services are as diverse as the people we support. As a for-purpose organisation love joy hospitality and courage arent just words to us they guide us in everything we do. While weve been around for over a century were always moving forward. We stay true to who we are by supporting people and families to live their best lives providing a place to call home and spaces to learn and grow.

To work at VMCH you will be required to supply proof of work rights and an Australian Criminal History Check.

We do not accept unsolicited resumes emails and phone calls from recruitment agencies.