Quality and Enablement Manager - Customer Support

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.​

Join us in digitising healthcare!

What’s the opportunity?

The Quality and Enablement Lead will be responsible for establishing and managing customer engagement and quality program, measuring and reporting customer satisfaction levels, developing strategies and interventions to address issues and creating a roadmap of proactive customer initiatives designed to delight our customers.

Demonstrating a passion for delivering exceptional customer experiences, this role will deliver success in customer engagement. The role is pivotal in ensuring that the voice of the customer is embedded across all operational and strategic efforts, resulting in increased loyalty and long-term customer success.

About the role:

Customer Engagement & Quality Management

• Establish and manage a customer engagement and quality assurance framework aligned with company values and customer expectations.
• Develop processes, with associated tooling, to measure and report customer satisfaction levels, operational and clinical risks and other metrics.
• Develop key metrics and measures to regularly report on customer satisfaction; implement corrective actions or proactive interventions.
• Developing and implementing QA processes to monitor and evaluate customer success and support interactions. Align with enterprise QA practices and methodologies as appropriate.
• Develop customer satisfaction measurement tools and methodologies (e.g., surveys, NPS, CSAT, VoC programs).
• Partner with our managed services provider to manage the quality framework and processes; provide training and change management support as required.
• Collect, analyse, and report customer feedback and performance data to identify trends, gaps, and and insights that inform decision making and enhance service quality.

Strategic Enablement & Customer Delight

• Establish, manage and maintain a customer experience program that showcases the value of TH products and services to our customers.
• Establish, manage and maintain a roadmap of proactive initiatives aimed at exceeding customer expectations and delivering exceptional experiences.
• Collaborate with MSP and clinical team to ensure quality service delivery.
• Design and develop customer support experience strategies and standards, collaborating with customer success managers, product, sales and other functions to ensure consistency over the customer lifecycle.
• Partner with cross-functional teams to to develop and refine training programs and service protocols that embeds quality and engagement strategies across the customer journey.
• Develop and deliver internal enablement strategies that ensure teams have the knowledge, tools, and processes needed to support high-quality customer outcomes.

Continuous Improvement

• Lead root cause analysis and develop interventions to address recurring customer issues or satisfaction drivers.
• Reporting on QA findings and making recommendations to senior management for continuous improvement.
• Recommend and drive improvements to internal processes, policies, and systems that impact customer experience.
• Track and report on the effectiveness of improvement efforts and adjust strategies as appropriate.

Leadership & Influence

• Act as a champion for customer-centric thinking and quality excellence across the organization.
• Present findings, strategic insights, and recommendations to senior leadership.
• Foster a culture of accountability, continuous improvement, and proactive service.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams
• Stay current on industry trends and best practices in customer experience and bring new ideas and approaches to the team.

About you:

• Bachelor's degree in Marketing, Business Administration, or a related field
• 5 years of experience in customer experience, customer engagement, or a related field
• Proven track record of success in managing quality assurance programs and customer satisfaction measurement and reporting.
• Strong analytical skills and experience using data to inform decision making.
• Excellent communication and interpersonal skills with a proven ability to build and maintain strong relationships with customers and stakeholders.
• Ability to work effectively in a fast-paced, dynamic environment and handle multiple priorities.
• Demonstrated knowledge of customer experience best practices and industry trends.

Why join Telstra Health:

• We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
• Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!

And it doesn’t stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.com

Applications will be assessed and shortlisted as they are received so apply today!

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.