Relationship Manager - WA

at  Cocoon Group Services

ABOUT US

Horizon Solsolutions Australia Pty Ltd (Cocoon SDA Care) is an organisation dedicated to providing homes and support staff to NDIS participants. We look for people who share our vision of “moving disability to endless opportunities of unique ability” and to provide every person with disability endless opportunities to live life to their full potential.

ACADEMIC & PROFESSIONAL QUALIFICATIONS:

• Minimum certificate IV in Disability or Community Services or higher.
• Business Administration Qualification (Desired)

PURPOSE OF THE ROLE

Operating within the Mission, Vision and Values of Cocoons SDA Care, the purpose of this role is to support & engage all departments by being dedicated to internal clients, their needs, and their duties. You will be responsible for establishing, strengthening, and maintaining strong, positive relationships with community representatives In Western Australia

KEY RESPONSIBILITIES

• Cultivate and maintain strong relationships with existing participants as the primary point of contact. That can be family members, support coordinator or guardian.
• Understand participants needs, objectives, and challenges to provide tailored solutions and support.
• Proactively engage with existing participants to ensure satisfaction, address concerns, and maintain open lines of communication.
• Conduct regular business reviews to assess performance, identify areas for improvement, and ensure alignment with participant goals.
• Collaborate with internal teams to deliver exceptional service and meet participant expectations.
• Monitor and analyse key account metrics to track performance and identify trends.
• Act as a participant advocate within the organization, effectively communicating and addressing participant needs, feedback, and concerns.
• Provide guidance and recommendations to management regarding needs and improvements that relates to accommodation and care.
• Prepare regular reports on participant performance, highlighting key metrics and opportunities for improvement.
• Must have strong communication with the State Manager, Community Engagement Manager and Service Manager to ensure a high-quality service delivery.
• Work in collaborate with key external stakeholders including and especially existing participants, family of participants, Support Coordinators, LACs, and government departments to develop, implement and evaluate community engagement and brand awareness opportunities to identify and transition participants who required our service.
• Actively identify, facilitate, and participate in participants community and stakeholder events and forums to effectively represent cocoon SDA Care as a service provider with the aim of customer attraction.
• Ability to meet KPI’s