Senior Appointment to Drive Customer Focus

Victorian not-for-profit aged care provider Benetas has this week strengthened its focus on achieving the best outcomes for older people with the senior appointment of Nicola Reynolds as General Manager Customer, Innovation and Marketing.

Ms Reynolds, who comes to Benetas with extensive experience across diverse industries including aged care, education and transport, is responsible for a broad portfolio, including the organisation’s advocacy agenda and research projects, customer experience program and Customer Centre, and marketing and communications initiatives.

Ms Reynolds said her focus in the role would be around improving experiences for Benetas customers, ensuring they remained at the centre of the aged care discussion.

“As an industry, it’s our responsibility to make sure we’re supporting older people and their families to navigate the increasingly complex world of aged care,” said Ms Reynolds.

“As the sector changes from a business-to-government to a business-to-consumer focus, it’s important that we provide the right amount of support, knowledge and customer service to empower people making the most important decisions of their lives.”

Benetas CEO Sandra Hills said Ms Reynolds’ appointment reflected the organisation’s commitment to ensuring older people had a voice in the conversation about ageing.

“Benetas has a long history of advocating for older people and challenging stereotypes around ageing, and our research, customer and marketing functions work collaboratively to achieve this,” said Ms Hills.

“We’re committed to listening to and supporting the voice of older people, applying these experiences to inform best practice, and articulating a positive experience of ageing in our community.”

“Nicola’s extensive background in and out of the sector means that we’re even better placed to make meaningful change for our consumers and ensure they are living the life they choose.”

Click here to find out more about Benetas.