Service Experience Manager

Job Detail

-Drive service quality and client’s experience for excellent service outcomes. -Implement and execute aged care work plans; oversee daily operations; establish work standards; monitor service quality and ensure smooth operation of the apartment for the aged. -Organise and conduct research on resident living and activity services; tailor service management features based on residents’ characteristics and needs. -Curate, establish and execute personalised service plans for every client including understanding their daily living habits and make provisions for services and/or activities to enhance their stay satisfaction. -Conduct resident satisfaction surveys and reporting; implement improvement plans based on findings. -Handle resident complaints and feedback; identify recurring issues and optimise service standards and workflows. -Establish departmental SOPs; supervise staff implementation and inculcate continuous improvement culture. -Evaluate service quality based on satisfaction assessments and continuously improve the service standards. - Develop departmental training plans and organise relevant specialised training to improve service quality. -Manage staff duty rosters, task allocation, and handovers within the department. -Prepare and manage the department’s budget, ensuring expenses are controlled in accordance with the approved budget.