Client Care Performance Coach

Passionate about developing people and creating a culture of excellence?

Love mentoring and coaching teams to deliver exceptional client experiences?

Ready to shape the future of our Client Care services across the region?

We are looking for an experienced Client Care professional with coaching and mentoring expertise to join our team as a Client Care Performance Coach at Neurosensory, based at our Brisbane Office.

The Client Care Performance Coach provides mentoring and coaching to our Client Care team members, ensuring that our Client Care Policies and Protocols are consistently implemented across all clinics. You'll work closely with Senior Clinicians in Charge to provide expert support on Client Care operations, drive performance improvements, and foster a culture of continuous improvement and professional development.

This is a full-time permanent position, with travel to regional clinics as required.

Who are we?

Neurosensory is a complete hearing health care company, with 25 clinics in Queensland, New South Wales, Victoria and Tasmania. We offer an advanced range of diagnostic services and tailored hearing solutions. We believe in enriching people's lives by improving how they interact with the world around them.

We are proud to be part of Sonova, the leading manufacturer of innovative hearing care solutions, present in over 100 countries across the world. Our talented and passionate employees all over the world know they contribute to something greater than themselves – they create a life without limitation through the sense of hearing. Join our mission and become part of our team!

What will you be doing?

As a Client Care Performance Coach, you'll play a vital role in supporting and developing our Client Care teams across the region. You'll provide expert guidance on Client Care Policies and Protocols, work collaboratively with clinic leadership, and drive continuous improvement initiatives. Your day-to-day responsibilities will include:

• Mentoring and coaching our Client Care team members across our clinic network


• Provide induction and Training to new Client Care team members


• Ensuring Client Care Policies and Protocols are consistently implemented across all clinics


• Supporting Senior Clinicians in Charge with advice on Client Care performance and operational excellence


• Identifying performance improvements and developing pragmatic implementation plans


• Assisting with system enhancements and service improvement testing and implementation


• Supporting promotional activities and client engagement initiatives


• Supporting clinic teams with client enquiries and performance related concerns


• Overseeing financial operations, including invoicing practices and billing accuracy


• Contributing to positive culture through induction, training and Workplace Health and Safety support

What do you need to be successful in this role?

• Extensive experience in Client Care or administration, ideally across multiple locations


• Demonstrated experience training, coaching and mentoring staff


• Advanced organisational, prioritisation and time management skills


• Ability to work effectively in high volume, varied workload environments with good judgement


• Strong analytical and problem-solving skills


• Excellent communication and interpersonal skills, with ability to engage and influence across all levels


• Strong team building and coaching mindset


• Ability to thrive in areas of ambiguity and uncertainty


• Desire for continuous improvement and professional development


• Strong customer focus with passion for delivering excellence


• Proactive approach to identifying and resolving issues

Why work with us?

• Competitive remuneration package


• Salary packaging options


• Paid parental leave


• Birthday leave


• Generous employee discounts on Sonova Products for yourself and your family


• Ongoing training and support to help you grow and excel in your career


• Access to discounts from over 500 retailers across Australia via our Employee Enrichment Hub


• Online Wellbeing Centre & Employee Assistance Program (EAP)


• Access to the LinkedIn Learning Platform


• A values driven and people centred culture


• Being part of a dynamic and supportive team at the forefront of innovation in the hearing industry


• A genuinely rewarding role with purpose and meaning

Sounds interesting?

If you feel that this opportunity is right for you, we would love to hear from you!

#LI-APL #ClientCare