Client Contact Team Leader

Catholic Care; Rockhampton Regional; On-site; AUD 65,000 - 69,000; Full time

Benefits offered by this job

Salary packaging

Training & development

Work-life balance

Job summary

CatholicCare in Central Queensland seeks a Team Leader - Client Contact Team to guide a high-volume client contact operation, ensuring outstanding service for clients accessing services and support. You will oversee daily leadership, coaching, and escalation handling while aligning with the organisation’s mission and values.

You will manage bookings, payments, inquiries, and referrals, coordinating with internal teams and stakeholders to uphold service standards and respond to community needs in

Qualifications

• Minimum three (3) years’ relevant experience leading a high-volume call centre or client contact environment.
• Current C or CA class Driver Licence (QLD).

Responsibilities

• Lead and support a high-performing, high-volume client contact team.
• Provide line management, coaching and support to team members.
• Manage complex and escalated client complaints and enquiries.
• Monitor operational issues and ensure critical tasks are completed within timeframes.
• Build relationships with internal and external stakeholders.
• Attend meetings and contribute to strategic objectives.
• Step into team duties to maintain service delivery.

Skills

Leadership

Coaching

Customer service

Communication

Education

Business/Customer Service Management/Marketing/IT degree

Job description

• Lead a high-performing client contact team, deliver exceptional customer service and help make a difference for people across Central Queensland.


• $46.70 - 50.25/hr. + generous salary packaging to boost take-home pay (Fulltime).


• Enjoy a stable work environment that genuinely offers a supportive work-life balance, ongoing training and development opportunities, and a range of employee benefits designed to enhance your well-being.

About the role:

Make an impact every day by leading a team that connects people with the services and support they need.

As the Team Leader - Client Contact Team, you will play a key role in ensuring CatholicCare’s Client Contact Team delivers an exceptional experience to every person who contacts our organisation.

With more than 500 calls received each day, the Client Contact Team is often the first point of contact for our clients and community. The team assists with bookings, payments, enquiries, community referrals and feedback, helping people access the right services and support.

Working closely with the Corporate Services Manager and other support teams, you will provide strong day-to-day leadership, resolve operational issues, manage escalated matters and ensure the team consistently meets quality and service standards.

You will also:

• Lead and support a high-performing, high-volume client contact team.


• Provide effective line management, coaching and support to team members.


• Manage complex and escalated client complaints and enquiries.


• Monitor operational issues and ensure critical tasks are completed within required timeframes.


• Build positive relationships with key internal and external stakeholders.


• Attend relevant meetings and contribute to strategic objectives.


• Step into team duties when required to maintain effective service delivery.


• Ensure the team operates in alignment with CatholicCare’s Mission and Values.

What we are looking for:

Essential:

• Minimum three (3) years’ relevant experience leading a high-volume call centre or client contact environment.


• Current C or CA class Driver Licence (QLD).

Desirable:

• A degree qualification in Business, Customer Service Management, Marketing or Information Technology or similar.

What you will bring:

You will be a confident and capable people leader who thrives in a busy, customer-focused environment. You will bring:

• Strong leadership skills and experience leading a high-performing team.


• Excellent decision-making skills and the ability to manage escalated matters effectively.


• Strong skills in resolving complex client complaints and difficult situations.


• Highly developed customer service skills and a commitment to positive client experiences.


• The ability to manage competing priorities and maintain service standards in a high-volume environment.


• Strong communication and relationship-building skills.


• The ability to work collaboratively with stakeholders and contribute to broader organisational objectives

Important: All offers of employment are subject to the satisfactory completion of relevant screening and background checks, including an Australian Federal Police check, NDIS disability worker screening check and attainment of a Blue Card for working with children, prior to commencement.