Aged Care Customer Service Leader | Digital Transformation

Ethnic Communities Council of Queensland; Brisbane; Presencial; AUD 110 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Generous salary packaging benefits

Rewarding role helping older adults

Employee Assistance Program (EAP)

Indooroopilly location near public bus

Inclusive workplace culture

Resumo da oferta

Diversicare is seeking a Customer Service Manager to lead our customer-facing operations in aged care. You will oversee the call centre, intake, scheduling and administration, ensuring culturally inclusive, responsive services and high-quality participant experiences.

You will manage frontline teams, coordinate with clinical staff, and drive continuous improvement and technology adoption to enhance service delivery and outcomes for clients, families and referrers.

Qualificações

• Experience in aged care management or service coordination.
• Proven ability to lead customer service or call centre teams.
• Strong data literacy and reporting skills.
• Current National Police Check and Australian Driver Licence.

Responsabilidades

• Lead the customer service operations, including call centre, intake and scheduling.
• Oversee the participant journey from enquiry to ongoing service delivery with a person-centred approach.
• Drive continuous improvement and digital transformation initiatives across service delivery.
• Coach and develop frontline staff and coordinate with operational and clinical teams.

Conhecimentos

Customer service leadership

Team management

Digital literacy

Stakeholder engagement

Formação académica

Certificate IV or higher in Business / Customer Service / Community Services / Aged Care

Ferramentas

Care Systems (NEO, GPMS)

Microsoft 365

CRM systems

Descrição da oferta de emprego

Diversicare is seeking a Customer Service Manager to lead our customer-facing operations in aged care. You will oversee the call centre, intake, scheduling and administration, ensuring culturally inclusive, responsive services and high-quality participant experiences.

You will manage frontline teams, coordinate with clinical staff, and drive continuous improvement and technology adoption to enhance service delivery and outcomes for clients, families and referrers.