• Maintaining a long-term focus on retaining customers, understanding customers’perspectives and acting as a Trusted Advisor;• Encouraging a long-term perspective in addressing customer needs, and aligningtheir solutions to their organisations’ strategy; producing bespoke featureenablement recommendation roadmaps;• Supporting CXCOM marketing activities by obtaining qualitative content relatingto our customers' success and solution feedback;• Managing internal and external escalations with empathy and care;assisting with the transition of new end-customers to ongoing support and workwith those customers to provide ongoing customer success and identifyoptimisation opportunities;• Developing and maintaining a healthy relationship with customer stakeholdersthrough engagement activities and maintaining a cadence of communicatingwith customers;• Developing Customer Success Plans for each customer, managing actions andobjectives agreed upon, and hosting regular progress reviews and roadmapdemonstrations with the customer base;• Being flexible across reasonable duties as required such as supporting projectactivities, customer requests or leadership team requirements that may notdirectly relate to your role but utilise your relevant skillset, for example, BusinessAnalyst and Workforce Management activities;• Tracking and reporting internally on the Customer Success Program initiatives andany identified opportunities or risks relating to each customer;• Understanding customer outcomes through ongoing collection and analysis ofdata and feedback turning this into onboarding and retention strategies, beinvolved in all aspects of support, account management, demonstrating solutions,educating customers, and helping them succeed; and• Collaborating effectively with all stakeholders such as customers, team members,leadership, project team resources and CXCOM suppliers and partners.

• Lead and support managers to build a strong understanding of individual staff, their talents, their aspirations and goals to ensure staff can do their Best Life's Work' at Feros Care• Oversight, management and coordination of recruitment and orientation, mentoring and supervision, consistent performance management, and professional development of the workforce to ensure a planned and consistent approach• Monitor and ensure qualitative and quantitative data and business intelligence reports are utilised to ensure Feros Central meets and exceeds required KPI's and Care Standards • Develop and monitor operational reports, plans and ensure a cycle of continuous improvement is embedded across all business activity• Maintain strong internal and external working relationships and networks to support efficient operations, customer experience, team performance and effective strategy and service execution• Undertake strategic and critical analysis of business intelligence data, dashboards and system information to develop improvement solutions to identified systemic issues and business risks • Lead and support teams to create engaging, positive, playful, creative, cohesive and productive workplaces ensuring every interaction is consistent with Feros Care's Values and Code of Conduct

• Ensure rostering and scheduling of staff within Feros Central is logistically sound, efficient and an effective use of staffing resources.• Management of telephony software inclusive of creating, researching and implementing improvements in order to increase overall staff experience.• Key Stakeholder in various projects to act as a change activist and advocate for Feros Central• Monthly and weekly data extrapolation in order to provide team leads with clear information to ensure KPI’s are being met. This data differs between roles to ensure optimal team productivity.• Ensure leave planning including planned leave is scheduled to ensure continuity of care and service delivery as the first leave approver.• Providing support to all workforce processes and roles in order to execute the developed plan, translating into operational delivery of results and targets.Ongoing management of the data that support • Feros Central workloads across all channels and tools e.g. Email, Cases, Phone Calls, Chat, MyFeros Portal.

• Delivery of appropriate and approved training, including the preparation of session plans and resources in a face-to-face and virtual environment• Develop and adapt learning programs to meet the changing needs, diverse audiences and virtual delivery environments• Provide feedback coaching and support to employees in a range of locations/formats including virtual learning support• In consultation with the Leadership team, plan and arrange training and quality needs across all teams• Work effectively with subject matter experts to ensure training materials are current, meet legislative requirements and organisational needs• Provide internal (quality assurance) review of policy and procedures to ensure the materials and assessments align • Report on the performance and compliance of staff to ensure the successful outcomes of training are delivered and measured• Internal recording and maintenance of training and assessment records using the organisation's Learning Management System (LMS) and filing procedures

• Work in an 'On Call' flexible roster to cover unplanned and planned leave across the business including the Customer Experience, Logistics & Rostering Services, Sales and Advisory Services Teams as well as Administration.• Classification Level 4.• Assist with Regional Team Manager tasks and provide relief coverage as required.• Assist with ensuring rostering and scheduling of services is logistically sound, efficient and effective use of staffing resources, ensuring leave planning is scheduled to ensure continuity of care and service delivery.• Assist with optimising all inbound and outbound calls to generate new and/or additional business for Feros Care through the positive upselling of Feros Care products and services.• Assist with promoting Feros Care services and products through scheduled profile building call strategies, including introductory calls and ongoing relationship management calls, using a consultative sales approach to reach mutually beneficial outcomes.• Support the team to undertake customer admission and onboarding processes within the specified timeframes for each service program ensuring accurate and comprehensive data collection and data integrity.• Maintain comprehensive knowledge and excellent working understanding of the Feros Care website, the LifeLink website, the My Aged Care website, and any other relevant websites and internet search engines related to Feros Care's essential service provision and the Health and Aged Care sector.

• Managing inbound calls• Booking services and actioning variations to pre-existing services• Administratively assisting field managers• Updating client information• Meeting critical deadlines associated within a busy contact centre environment

• Liaising with clients in person, over the phone or via email to discuss their travel requirements.• Advising clients on suitable options for domestic or international destinations, tours, accommodation, transport, insurance and fares.• Preparing customised itineraries to suit the clients’ preferences and budget.• Making and confirming bookings, often via a Global Distribution System (computerised central reservation system).• Issuing tickets or relevant documents.• Providing up to date advice on travel regulations including visa and medical requirements, baggage limits, safety and local customs.• Modifying existing bookings to suit a change in clients’ circumstances.• Researching destinations and keeping up to date with travel industry news.

• Working to prospect, pitch and close new business sales.• Daily administration of the sales database and Salesforce CRM. • Utilising my listening skills to match product to customers’ needs.• Meeting and exceeding KPI’s (maintaining a high level of activity and talk time, scheduling demonstrations, hitting new business and upgrade targets).• Working to achieve client retention by ensuring constant and consistent points of contact.• Proving ROI through various sales techniques such as SPIN selling and effective questioning.• Management of my sales pipeline to achieve effective forecasting.

• Proficient time management skills when prioritising and synthesizing importance of tasks.• Result and sales orientation.• Communication skills among a variety of different individuals and ethnicities.

• Extremely strong knowledge of customer service and management skills.• Cash handling and control.• Ensuring of company’s smooth running through delegation of duties and conflict resolution.• A variety of IT and reporting skills.

• Creation of original content for company’s online blog.• Cold calling and research.• Website design including the management and enhancement of various clients' profiles. • Administration

• Creation of original content for company’s online offshoot brand 'Scenestr'.• Over-the-phone interviewing with musicians, comedians and entertainers.• Website management - use of CMS and back system procedures.• Cold calling.• Transcribing, writing and publishing articles for both print and online• Utilizing techniques to ensure optimization of social media exposure for target audience.