Customer Relationship Manager

About IRT

IRT is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. If this role stands 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.

Founded in 1969, IRT’s mission was to provide better options in housing and care for older people. Now 50 years later, our purpose remains the same.

We improve the lives of more than 9100 people every day in NSW, the ACT and Qld. We’re one of Australia’s largest community-owned providers of independent living, aged care and home care. We’re proud to have more than 40 communities and home care service hubs in NSW, the ACT and Qld.

We are proud of our culture and employ people across a diverse range of occupations, backgrounds and skills, who are passionate and committed to creating a better world for all older Australians.

About the Role

IRT Home Care Customer Relationship Manager (CRM) will partner with customers in their home environment in a collaborative approach that enables them to fulfil a better quality of living while remaining at home. The CRM will manage the end to end customer journey, contribute to ensuring strong community awareness and engagement and take personal accountability for the performance and results of their assigned area.

The CRM will provide an exceptional case management service to our customers. They will support our customers to achieve their goals to remain independent in aspects of their life where they choose whilst utilizing principles of the Consumer Directed Care (CDC) philosophy. The CRM will assist converting sales leads into customers.

The CRM will also be responsible for:

• Investigate referrals and initially screen customers to assess eligibility and safe home access
• Visit all newly referred customers, discuss their expectations, possible goals as well as services available through IRT at Home
• Undertake a comprehensive assessment to ensure the customer’s needs and goals are articulated
• Support the customer to achieve their goals and coordinate / suggest services as required that assist customers to optimise their wellbeing
• Evaluate outcomes of case management with the customer, reassess as necessary and schedule the agreed case management program plan
• Maintain an impeccable customer care plan and customer documentation at all times
• Assist customers to develop and manage their CDC budgets
• Assist in the data collection and record maintenance of the organisation as required by funding bodies and the IRT Home Care Leadership team
• Establish and monitor brokered services/contracts for quality and effectiveness to ensure it meets customer goals
• Ensure compliance with IRT Home Care Quality Reporting and all other legislative and organisational requirements
• Support the growth of brand awareness and customer leads with local community service 
• providers, medical professionals, ACAT and other key stakeholders
• Achieve Key Performance Indicators as assigned for the financial year e.g. Home Care funds utilization targets

To Be Successful You Will Have

• Essential: Tertiary qualifications (post-secondary) in a related discipline
• Tertiary qualifications (degree) in an appropriate discipline (desirable)
• Case Management Society Australia certification or working towards (desirable)
• Extensive demonstrated experience in a CRM role, including complex needs assessment, care 
• planning and intervention strategies.
• Proven attention to detail
• Well-developed analytical and problem solving skills and the ability to apply these skills in case 
• management.
• Experience working with people with dementia, young people with disabilities and/ or people 
• with mental health issues.
• Proven verbal and written communication skills including experience in writing reports, 
• correspondence and client records.
• Demonstrated ability to work collaboratively as a member of a team and to be self-motivated.
• Competent in computer use and data collection.
• Current driver’s licence
• Availability to be on call after hours if required

Benefits for You

• Competetive pay and more cash in your pocket (less tax) with not-for-profit salary packaging
• Flexible working conditions
• Birthday leave - relax and take a day off on us!
• Professional and career development opportunities
• Multiple career pathways
• Discounted gym memberships
• Free counselling via Employee Assistance Program (EAP) and staff wellness program

How to Apply

If you feel this is the right role for you, we’d love to hear from you! Simply click the “Apply now” button, fill in your details and submit. Once you apply, we’ll be in touch to discuss your application. Or alternatively, please contact IRT Recruitment.

All successful candidates will be required to undergo pre-employment checks including reference checks, pre-employment functional assessment and a National Criminal History Check.