Client Services Manager – Kaiwhakahaere Ratonga Kiritaki

  • 503967
  • Henderson, Auckland W, New Zealand
  • APM NZ
  • Call Centre
  • Management
  • Full Time

The role

In this full-time role, as Client Services Manager you will create a customer centric environment to enable your team to provide timely support to those recovering from injury or illness. Actively coaching and developing your team, they will support the efficient coordination and scheduling of services for our national network of more than 200 clinicians. Using different contact channels and correspondence we deliver an industry-leading service to our clients and customers.

You will make a difference by:

  • Improving the use of a leading-edge scheduling management application to aid in having the right clinician managing the right clients in a timely manner
  • Using data and insights to continuously improve service delivery for the client service function and the wider business
  • Focusing on improving customer experience and outcomes using data and trend analysis

You will work collaboratively with other Client Service Managers, Client Service Team Leaders and CSC Operations Managers to ensure the success of the Client Service Centre working as one team that includes, leading and supporting change.

What we are looking for:

  • Demonstrated success in people and function leadership, including coaching and developing others
  • Experience in a customer service / call centre environment
  • Advanced MS Office skillset (particularly Excel), with the ability to design complex and efficient planning models
  • Demonstrated problem solving and lateral thinking skills, with a strong change management focus
  • Excellent communication skills, and the ability to influence a range of stakeholders

What we offer in return:

  • Additional performance bonus scheme
  • Generous, ongoing Professional Development opportunities
  • Discounted healthcare and eyecare
  • Reward and recognition programme
  • Annual paid volunteer leave and wellbeing fund
  • Paid parental leave

This role is being offered at the salary range of $80,000 - $90,000 + Super dependent on experience (above the median wage of $27.76 per hour).

Our mission is to create positive change and enable better lives.

Our whakataukī He waka eke noa – We’re all in this together.

Our values underpin our work – integrity, customer focus, respect, empathy, achievement, teamwork and enthusiasm. Our Tikanga Māori values of Manaakitanga, Kotahitanga, Wairuatanga, Whānaungatanga and Rangatiratanga guide us to deliver culturally responsive and mana-enhancing services.

APPLY NOW and take a step into a call centre role that opens a world of opportunity to you while delivering vital services to people in need of support. For a confidential discussion, contact Jemma on 0800 967 522.

What we’re about

We’re a diverse team of over 9,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health, and wellbeing, and increased social participation.

When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services. 

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

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