At a Glance
- Tasks: Analyse customer feedback and enhance their experience with our services.
- Company: Join ACH Group, a leading not-for-profit in aged care.
- Benefits: Career development, inclusive culture, wellbeing programs, and salary packaging.
- Other info: Dynamic role with opportunities for growth and learning.
- Why this job: Make a real impact on the lives of older Australians.
- Qualifications: Strong communication and analytical skills; recent graduates welcome.
The predicted salary is between 47250 - 57750 $ per year.
ACH Group, a leading not-for-profit in aged care, has enriched the lives of older South Australians for more than 70 years. With over 1,900 dedicated individuals, we create good lives for our customers across various roles including residential care, retirement living, home and community care, health and wellness, social experiences, and corporate teams.
The Customer Experience Analyst has a pivotal role in engaging with customers about their experiences with care and services. You will provide valuable insight into the Voice of the Customer by:
- Supporting customer participation and engagement in focus groups and surveys.
- Providing analysis and advice on current customer feedback trends.
- Undertaking quality assurance activities to ensure timely and efficient resolution of customer feedback.
This role is offered as a full-time position, with the possibility of part-time arrangements for the right candidate. Recent graduates and early career professionals are encouraged to apply.
What you’ll do:
- Deliver timely and insightful analysis and advice on customer feedback trends.
- Engage with customers and representatives to listen to their experiences accessing care and services.
- Monitor and assess the quality of customer interactions to elevate the customer voice in service delivery.
- Support timely responses to customer feedback, including escalation to achieve the right outcomes.
- Collaborate with stakeholders to initiate continuous improvement opportunities for care and services.
About You!
The successful candidate will demonstrate strong written and verbal communication skills, the ability to engage with stakeholders, and analytical skills to identify trends that support great outcomes for customers. To be successful in this role you will need:
- Excellent verbal and written communication skills.
- Strong analytical skills to translate data into meaningful insights.
- Advanced knowledge of Microsoft Excel for data analysis and reporting.
- Experience in preparing reports, presentations, and papers.
- Demonstrated experience translating feedback into outcomes.
- Highly developed organisational skills and the ability to meet deadlines.
- A Police Check for working in Aged Care less than 12 months old.
- A current driver’s licence.
If you want to join our amazing team, we can offer you:
- Career development with in-house upskilling and external learning opportunities.
- Friendly and inclusive culture, supporting diversity and employee wellbeing.
- Free on-site flu vaccination program.
- Financial advice for HESTA members.
- Wellbeing program including free employee assistance program.
- Recognition program acknowledging significant contributions.
- Salary packaging to maximise your take-home pay.
- Discounted Corporate Membership – Health Insurance – BUPA.
ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.
Customer Experience Analyst in Adelaide employer: ACH Group
ACH Group is an exceptional employer, dedicated to enriching the lives of older South Australians for over 70 years. With a strong focus on employee wellbeing and professional development, we offer a friendly and inclusive culture, comprehensive career growth opportunities, and unique benefits such as salary packaging and discounted health insurance. Join us at Colton Court in McLaren Vale, where you can make a meaningful impact while enjoying a supportive work environment.
