Assistant Director, Customer Support

Best Practice Software; Sharon; On-site; AUD 90,000 - 150,000; Full time

Benefits offered by this job

B-Perks Program

Job summary

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead our Contact Centre, oversee Tier 1 support, and shape the customer support strategy across Australasia. The role requires senior leadership experience and a drive to improve service quality while aligning with our mission and values.

You’ll collaborate across directorates, manage resources, and champion continual improvement, with flexibility and purpose in a health IT environment.

Qualifications

• Significant experience leading leaders and teams in a complex customer environment.
• Proven ability to set long-term direction and translate it into practical plans.
• Strong operational awareness including service levels, QA, and workforce planning.
• Capable of managing complex stakeholder relationships and negotiating outcomes.
• Demonstrated coaching style that grows people and encourages learning.
• Honesty, accountability, and reliability in living values.
• Adaptability and calm under pressure with multiple priorities.
• Experience with health technology or Australasian health sector is a 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, ensuring responsive, professional and accurate support for customers.
• Shape and drive customer support strategy using reporting, BI and insights to lift service quality and performance.
• Partner with the Assistant Director, Technical Support so customers move to specialist help and act as senior escalation for complaints and key 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

Team leadership

Strategic leadership

Operational awareness

Stakeholder management

Coaching leadership

Education

Tertiary qualification

Post-graduate qualification ideal

Job description

Negotiable package offered to the right applicant.

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.

How can we get this ball rolling?

To start a conversation on your fit within our team, we recommend you provide us with:

• a capability statement/cover letter highlighting your experience and how you meet our requirements; and
• an updated copy of your resume.

Your new career starts here.

For more information on this role, please contact Blake Hilgers on 13•• •• •111 (in Australia) or 0800 40 1111 (in New Zealand). Only applicants who are required to be interviewed will be contacted upon submission of this application.

We're a private company, that is committed to engaging with its users and upholding its founding principles of supporting doctors and other allied health and medical professionals. The company has evolved to meet the changing needs within Australasian healthcare while staying connected with its users. This dedication has helped Best Practice Software earn a reputation for quality products, excellent customer service, and user engagement. As a result, the company has experienced significant growth, leading to the establishment of our purpose-built national headquarters.

We're a private company, that is committed to engaging with its users and upholding its founding principles of supporting doctors and other allied health and medical professionals. The company has evolved to meet the changing needs within Australasian healthcare while staying connected with its users. This dedication has helped Best Practice Software earn a reputation for quality products, excellent customer service, and user engagement. As a result, the company has experienced significant growth, leading to the establishment of our purpose-built national headquarters.