We're powered by purpose Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers.
Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest growing healthtech platforms.
We have been recognised in AFR's Fast 100 list, Deloitte's Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don't miss your opportunity to join a thriving scale-up and deliver change to Australia's care and support sector.
As Senior Service Coordinator you will play a pivotal role in onboarding and maximising revenue from new customers to Home Made.
You will typically be the first point of contact a new customer has, and will act as the face of the company.
You will also act on escalations for the team, including speaking with customers on more complex issues.
You will provide training to the team on changes to product offerings and general upskilling.
This position holds the responsibility for welcoming the customer to Home Made and providing a communication pathway that enables a smooth transition to onboarding as a client.
This will entail communication, education, rapport building and the tenacity to drive results.
In addition, you will be expected to provide leads to companies in the group where appropriate.
This is a targeted position and you will be measured on performance against those targets.
Key Measures of Success Achieve individual commercial targets and KPIs as assigned to the role Customer adoption rate - the percentage of new customers who successfully complete the onboarding process Time to onboard - the average time it takes for a new customer to go through the onboarding process from initial contact to becoming fully operational.
Customer satisfaction – the feedback from newly onboarded customers to gauge their satisfaction levels with the onboarding process.
Time to value realisation - the average time it takes for customers to realize the value of the product or service post-onboarding.
Aim to expedite this process, ensuring customers see benefits quickly.
Referral rate - the percentage of newly onboarded customers who refer others to the product or service.
Commitment to continual learning and development and growth within the role particularly focused on product knowledge and relevant sales skills Strengthen Mable and its Group of companies brands' reputation with client/customer communications Leading the team in KPIs set with ongoing commitment to team development in product knowledge and skills, with positive feedback highlighting the clarity of internal training.
Key Responsibilities Respond to a high volume of calls to assist new customers with their Home Care Package needs, qualifying customer suitability for self management and moving suitable applicants through the Home Made onboarding process.
Act as an escalation point where customers are looking to speak to a more senior member of the team on more complex issues.
Provide leadership support to the team when the Team Leader is absent.
Delivering service and retention outcomes through exceptional customer interactions.
Provide high quality customer support, guidance and training to customers to help them access and use our unique in market tech platform and ensure they can successfully self manage their Home Care Package.
Daily management of customer account documentation, including updating customer profile, accounts and notes.
Adhere to processes and procedures and meet individual and team KPIs.
Work within a rules-based framework defined by detailed policies and procedures to offer customer advice and solutions and adhere to compliance and regulatory requirements while delivering exceptional customer experiences.
Experience Experience in consumer businesses or related industries is preferred.
Experience working collaboratively with cross-functional teams to align sales strategies with broader business objectives and contribute to organisational success.
Strong understanding of the Disability or Aged Care sectors, or in businesses that require an ability to show strong empathy to our customers.
Our Values We're Switched On We know our customers because we listen and want to learn.
We engage within the community and the sector and always act on insights.
We're Bold We're ambitious and embrace creativity to solve challenges.
We're here to reshape the industry and back big ideas.
We're One We channel our passion into a positive environment.
We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We're Impactful We work hard to deliver change.
We innovate and move fast to make a difference in the sector and people's lives.
Our Benefits Power your career Learn from industry experts, experienced leaders, and on-the-job opportunities.
Work away Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility We're a hybrid workplace.
Collaborate at home or in the office - whatever works for you and your team.
Take a floating public holiday Acknowledge a significant day your way with family and friends.
Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Get paid to take a break Get one extra paid leave day per quarter for what makes you happy.
Inclusion at Mable Mable is an equal opportunity employer.
We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless.
We value diversity across experience and you might well bring something to the Mablehood we are looking for! We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
Where to find us online Careers Page - Glassdoor - You Tube - Instagram - Facebook - Linked In - #J-18808-Ljbffr