BlueCare | Customer Engagement Analyst | Customer Service Centre
Exciting opportunity to join a progressive and innovative contact centre team
12 month fixed term full time position - Caboolture location
Base Salary +12% Super + Not for profit salary packaging benefits + staff discounts
Make a meaningful difference with BlueCare
We’re looking for a service driven individual with an eye for data analytics to join our Customer Service Centre (CSC) in this exciting role of Customer Engagement Analyst. Are you someone who want to make the world a little better through small moments that leave big impacts. To build meaningful relationships and make a difference in the lives of others.
Let’s make a meaningful difference, together.
Your part in the Blue Care team
Blue Care’s Customer Service Centre is poised for an exciting future, with new functions and a focus on continuous improvement in place. We currently have an opportunity available for an experienced data analyst to be part of our growing team.
The Customer Engagement Analyst forms part of the Customer Service Centre leadership team, reporting to the Manager of Customer Service. The role is responsible for analysing customer engagement trends across multiple communication channels for Bluecare. The role plays a pivotal part in leveraging data to provide actionable insights regarding customer engagement and communication channels, driving quality improvements and supporting the management of customer communications.
An overview of the role includes but not limited to:
Develop and maintain reporting to track customer engagement and performance matrics.
Examine data and provide actionable insights focusing on the continuous improvement of quality interactions and communication channels.
Develop and deliver on customer communication plans in a complex organisational environment, on time, within budget and to a high standard, while managing competing priorities.
Support across a number of varied projects undertaken within the CSC relating to customer engagement and experiences.
Conduct change readiness assessments to ensure successful implementation and transition of change.
Develop a set of actionable and targeted quality improvement management plans, including stakeholder management and communication plans.
What makes a difference for us?
Tertiary qualifications in Business Analytics, Change Manager or a related disciple or relevant working experience.
3-5 years experience as a Customer Engagement or Experience Analyst, Change Management Officer or Continuous Improvement specialist
Demonstrated experience in development and maintaining reporting on key metrics
Demonstrable experience in customer engagement, stakeholder and change management methodologies to successfully deliver sustainable improvement outcomes
Experience in managing change in a project environment and building enterprise change capability across a complex business environment
Demonstrated experience in the development and implementation of a range of process improvements end to end.
Exceptional written and verbal communication skills
Significant contact centre process improvement delivery experience
Outstanding problem-solving skills, including ability to handle complex problems
Strong attention to detail and administrative background
Employee Benefits:
Save tax and increase your take home pay by salary packaging your everyday living expenses and bills (up to $15,900) and meal entertainment (up to $2,650) per annum
A recognition and rewards platform, providing employee discounts at hundreds of retailers, including everyday expenses, holidays, health insurance, annual awards celebration, wellbeing and employee assistance programs
12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service, in addition to the government scheme
Diversity and inclusive leave, offering paid gender affirmation leave and cultural leave options (paid and unpaid) for those who may celebrate Lunar New Year, Diwali, Ramadan, NAIDOC weeks and other significant cultural events
Career development opportunities with one of the most trusted community and residential care providers in Australia to challenge yourself, grow and make a meaningful difference
BlueCare is proudly part of the UnitingCare Family, we’d love you to be too
Joining the state’s largest network of aged care workers with its over 8,000 strong, bright team in blue, you’ll also be welcomed as part of the UnitingCare family. With more than 16,500 staff and 9,000 volunteers across our brands of BlueCare, Lifeline, ARRCS, The Wesley Hospital, Buderim Private Hospital, St Stephen’s Hospital, and St Andrew’s War Memorial Hospital, you are part of something bigger. Our team are compassionate, inclusive and committed to the work we do, helping people live life in all its fullness.
Child safe, Child friendly
UnitingCare is committed to being a Child Safe, Child Friendly organisation and will:
Provide welcoming, safe & nurturing services for children
Implement measures to prevent child abuse and neglect within our services
Appropriately and immediately address child abuse and neglect if it does occur
Diversity & Inclusion
Our approach is simple –everybody is welcome here. At UnitingCare, diversity is at the core of our who we are, our mission and our values. We are committed to providing equal opportunities to all employees no matter their sex, race, culture, sexual orientation, disability or gender identity. Demonstrating our commitment to reconciliation and building long-term employment opportunities for First Nations peoples, UnitingCare strongly encourages Aboriginal and Torres Strait Islander applicants for this position. For additional support and to meet our RAP Team, email reconciliation@ucareqld.com.au
Safe workplace
We work hard to make our services welcoming and safe for every person. We are united in keeping children, young people and the elderly safe from harm, within our services, workplaces and the communities we support. We are committed to speaking up loudly for their safety.