Assistant Director, Customer Support

Best Practice Software; Queensland; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

B-Perks Program

Birthday leave

Health and wellbeing bonus

Sponsored rewards

Leadership development program

Learning opportunities

Job summary

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead the Contact Centre, direct our helpdesk and elevate customer service quality. You will shape strategy through insights and BI, partnering with Technical Support and the Director to ensure seamless escalation, resource planning and continual improvement across the directorate.

The ideal candidate brings extensive leadership experience in complex customer environments, strategic thinking, and a coaching

Qualifications

• Significant experience leading leaders and teams in a complex customer environment, with a track record of building high performing, engaged teams.
• Proven strategic leadership: you can see the bigger picture, set long term direction and turn it into practical plans.
• Strong operational awareness, including service levels, quality assurance and workforce planning. Confidence managing complex stakeholder relationships and negotiating good outcomes when things get tricky.
• A demonstrated coaching style of leadership that grows people, celebrates wins and encourages curiosity and continuous learning.
• Honesty, accountability and reliability, with a genuine commitment to living our values.
• Adaptability and calm under pressure, with the ability to juggle priorities and meet deadlines.
• A tertiary qualification (a post-graduate qualification is ideal) and a drive to keep learning.
• Experience in health technology or the Australasian health sector is a big plus.

Responsibilities

• Lead the Contact Centre stream, setting clear priorities, coaching your leaders and building a team culture people love.
• Direct our helpdesk and Tier 1 support operations, so every customer receives responsive, professional and accurate support.
• Shape and drive customer support strategy, using reporting, business intelligence and customer insights to lift service quality and performance.
• Partner with the Assistant Director, Technical Support so customers move seamlessly to specialist help, and act as a senior escalation point for complaints and key customer issues.
• Partner with the Director to plan for the future, manage resources and performance, and champion quality, knowledge and continual improvement across the directorate.

Skills

Leading leaders

Strategic leadership

Operational awareness

Coaching leadership

Integrity & accountability

Education

Tertiary qualification

Post-graduate qualification preferred

Job description

At Best Practice Software, our vision is communities connected with care. We’re achieving this through our mission to build a culture people love, where:

• we value customers,
• we work together for success,
• we are accountable for our actions,
• we innovate for the future, and
• we celebrate diversity and inclusion.

If you share our vision and values, please consider this exciting career opportunity to join our growing team in Bundaberg.

You’re unique, and we value that.

As an Assistant Director, Customer Support, we’ll call on your unique talents, skills, expertise, and experience to:

• Lead the Contact Centre stream, setting clear priorities, coaching your leaders and building a team culture people love.
• Direct our helpdesk and Tier 1 support operations, so every customer receives responsive, professional and accurate support.
• Shape and drive customer support strategy, using reporting, business intelligence and customer insights to lift service quality and performance.
• Partner with the Assistant Director, Technical Support so customers move seamlessly to specialist help, and act as a senior escalation point for complaints and key customer issues.
• Partner with the Director to plan for the future, manage resources and performance, and champion quality, knowledge and continual improvement across the directorate.

We believe our ideal applicant will demonstrate the following attributes:

• Significant experience leading leaders and teams in a complex customer environment, with a track record of building high performing, engaged teams.
• Proven strategic leadership: you can see the bigger picture, set long term direction and turn it into practical plans.
• Strong operational awareness, including service levels, quality assurance and workforce planning. Confidence managing complex stakeholder relationships and negotiating good outcomes when things get tricky.
• A demonstrated coaching style of leadership that grows people, celebrates wins and encourages curiosity and continuous learning.
• Honesty, accountability and reliability, with a genuine commitment to living our values.
• Adaptability and calm under pressure, with the ability to juggle priorities and meet deadlines.
• A tertiary qualification (a post-graduate qualification is ideal) and a drive to keep learning.
• Experience in health technology or the Australasian health sector is a big plus.

What’s in it for you?

• Market-leading benefits that make us a proven local employer of choice.
• Flexible work arrangements that help you strike the right career balance.
• Exciting start to, or positive development of, your Health IT career, with brilliant internal growth opportunities.
• Belong as part of a dynamic and highly supportive team with a strong dedication to the mission.
• Enrich your experience by supporting our frontline healthcare heroes across Australasia.

Our team members enjoy exclusive access to our brilliant B-Perks Program, offering great rewards like birthday leave, an annual health and wellbeing bonus, and sponsored rewards to recognise outstanding contributions. You’ll also access our leadership development program and learning opportunities across our group of businesses and enjoy the freedom and flexibility to work as you work best. We offer purpose and impact, an inclusive culture, a connected workforce, transparent leadership, and growth and belonging.

For more information on this role, please contact Blake Hilgers on 1300 40 1111 (in Australia) or 0800 40 1111 (in New Zealand).