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Service & Experience Lead

Requisition ID: req7748
Employment Type: Permanent Full-Time


We are redefining the ways in which we engage with our customers and deliver our groundbreaking services, and as a result, have created a new role: Customer Experience & Engagement Lead for our Homes & Lifestyle service (Supported Independent Living (SIL)). 

This role is as much about mindset as skillset, philosophy as much as action and values as much as technical requirements. So, if you consider yourself someone with a strong sense of responsibility and accountability, who can keep focus on what matters the most: creating an environment where customer choice is paramount, and they have space to create a home and lifestyle they love. Then this may be a great role for you!  

About you:

  •  Have a qualification in disability services, community services, aged care, or comparable experience
  • You have hands-on experience in effectively engaging with people with complex needs
  • You are confident and able to make independent decisions while on the job, and are adept at recognising when to escalate, with the primary purpose being to safeguard a customer’s wellbeing 
  • You are purpose-driven, and seek to make a positive impact on the lives of customers 
  • You are reliable, and have good availability – we have day, afternoon, evening, night and weekend shifts available
  • You have a valid NSW Drivers C class licence, as part of your role will be driving customers to and from appointments, on outings, and for various other reasons 

What we’re offering 
We want to see you succeed in your career, so we offer the following benefits with your wellbeing in mind:

  • Permanent part-time roles available with above the award and penalty rates
  • Salary packaging equals more in your take home pay (up to $15,900 NFP tax exemption)
  • Rewards program that recognises your achievements
  • Strong focus on wellbeing including a generous discount program for fitness and wellness partners
  • Opportunity to grow your career through mentoring and professional development
  • Variety of shifts available as we work 24/7 

About New Horizons 
For 55 years, New Horizons has provided a diverse range of services for thousands of customers across New South Wales and Queensland. We’re a dynamic not-for-profit operating in the areas of Everyday, Home, Health, Social, Money and Work, and our end goal is that people are empowered to do what they need to, and importantly, what they want to. We treat every interaction as an experience that positively contributes to someone’s life, whether it’s a lift to an appointment, a holiday at the beach or a new forever home.  
Wellbeing is at the heart of everything we do, for both our customers and employees. 

Interested? Apply online today.   

We value diversity and encourage applications from all people, including those with culturally and linguistically diverse backgrounds. Our workforce proudly reflects the local communities we connect with and support. If you are interested in joining a fantastic culture with brilliant values, please apply. We look forward to discussing this opportunity with you.  

We are a customer-safe organisation, so we require all employees to have a cleared police check, NDIS Worker Check and Working with Children Check. Our team can help you coordinate these checks if this is the first time you’ve dealt with these requirements.