About the Company:

Our client, Foodbank, is a highly respected organisation committed to providing Healthy food for all as it’s a basic human right with a vision Feed, Educate and Advocate. They provide food and groceries to those in need, deliver nutrition education, and advocate for the elimination of hunger and food insecurity.

About the Role:

Reporting to the Head of Customer and Network, as the Client Service Manager, you will be responsible for leading the Customer Service Team, overseeing the daily operations, providing consistently strong customer service and proactively nurturing existing relationships. Additionally, you will provide support with planning and executing events, appeals and campaigns that fulfill Foodbank WA’s strategic objectives. To be successful in this role, you will possess effective communication, responsiveness and a strong sense of empathy and personalisation.

The role is pivotal in supporting the development and delivery of Foodbanks customer experience strategy, ensuring the organisation consistently delivers a great experience to their clients and agency partners and promoting the purpose and mission of Foodbank WA and raising awareness of the possible support available.

Key Responsibilities Include:

• Supporting Operation Admin, Branches, Agency Relationships Manager to deliver on KPI’s and Customer Experience Strategy
• Creating, maintaining and fostering strong working relationships with clients, agencies, not for profits, and a range of community stakeholders
• Role modelling exemplary culturally appropriate behaviours, acting ethically and with a strong sense of empathy, ensuring that the values are consistently reflected throughout the organisation and the way in which services are delivered
• Maintaining and managing databases
• Providing visibility of location-based performance to support accurate demand planning data and responds and adapts to the needs of each location
• Developing tools to monitor the satisfaction rate of Agency/Client Network (e.g., satisfaction surveys) and builds upon findings to further enhance the services provided

Job Requirements:

To be considered for this exciting opportunity you will have the following:

• Sound experience in a similar role
• Strong customer focus, engagement and commitment with a strong sense of empathy and understanding of people from all walks of life
• Experience and confidence in managing challenging situations and conflict resolution
• Ability to work both independently and in a team environment
• Strong project and time management skills to meet tight deadlines
• Skilled in verbal and written communication across various channels to ensure clarity and consistency in all customer interactions
• Ability to adapt and be flexible to meet varying work demands
• Positive and friendly attitude
• Dynamic and resilient with a strong sense of focus and commitment
• Strong organisational, administrative, oral and written communication skills
• Proven skills and capacity in Aboriginal engagement, cultural and administration
• Good self-care and reflective practice skills, knowledge of personal and professional boundaries
• Ability to travel to Foodbanks regional locations as required

Desirable:
- Data analysis skills, ie able to consider and evaluate food stress index
- Experience working in a not for profit (NFP) or community organisation
- Experience working in a busy and high-pressured environment
- Project planning, time management, problem solving and evaluation skills
- Experience working with First Nations peoples

Additional Requirements:
If successful for the position, be willing to obtain and provide:
-Australian Citizen/ Permanent Resident with valid Australian working rights
-Current and valid WA Drivers' License
-National Police clearance
-Medical assessment of current health

Benefits:

• Meaningful Impact: Be part of a purpose-driven organisation, playing a key role in addressing food insecurity and supporting the wellbeing of communities across Western Australia.
• Supportive Culture: Join a passionate and collaborative team committed to making a difference.
• Competitive Package: Enjoy a competitive salary, enhanced by access to Not-for-Profit salary packaging benefits that increase your take-home pay.
• Professional Growth: Develop your leadership, stakeholder management, and strategic sourcing skills in a dynamic and mission-aligned environment.

Applications and Enquiries:

To apply for this opportunity, please submit a covering letter and current Resume in Word format via the 'Apply' link on this page.

Note. Previous applicants need not apply

To make a confidential enquiry, please email Joanne Ashman at: [email protected]

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