Manager – Customer Experience

Summary:

TransitCare is seeking an experienced and values-driven Customer Experience Manager to lead and elevate the experience of the communities we serve.

As a key member of our Executive Management Committee, you will lead the end-to-end customer experience, overseeing our call centre and intake teams to ensure every interaction is timely, professional, and compassionate.

You’ll drive service excellence, improve systems and processes, and ensure our customers receive consistent, high-quality support from first contact through ongoing engagement.

Responsibilities:

Customer Experience Leadership

• Lead and continuously improve the customer journey
• Ensure services align with Aged Care and NDIS standards
• Identify and resolve customer pain points and barriers
• Oversee clear, accessible communications across all touchpoints

Team Leadership & Performance

• Lead, coach and develop call centre and intake teams
• Build a high-performing, customer-focused culture
• Support staff wellbeing, engagement and capability

Operational Excellence

• Manage call volumes, workflows and service KPIs
• Oversee onboarding, eligibility and service coordination processes
• Develop scripts, knowledge bases and communication tools

Data & Insights

• Monitor customer metrics (wait times, satisfaction, conversions)
• Provide insights and reporting to support strategy and growth
• Identify trends and improvement opportunities

Stakeholder Collaboration

• Partner with internal teams including Operations, Marketing and ICT
• Support engagement initiatives and external partnerships
• Contribute to customer and donor engagement strategies

Quality & Compliance

• Ensure compliance with privacy, safeguarding, NDIS and aged care requirements
• Lead continuous improvement initiatives
• Maintain procedures, training materials and service standards

Qualifications:

• The ideal candidate will hold a Bachelor’s degree in business, marketing, or a related field

Essential

• Proven leadership experience in customer service, call centre or community services
• Strong understanding of customer experience and process improvement
• Excellent communication and stakeholder engagement skills
• Experience using CRM systems and reporting tools
• Ability to manage competing priorities in a fast-paced environment

Desirable

• Experience in aged care, disability or community transport sectors
• Relevant qualifications in business, leadership or community services
• Experience leading service or organisational change