Concierge Team Lead - Patient Experience & Care Ops

Medibank Private Limited; Victoria; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid work

Supportive leadership

Professional development

Meaningful work

Medibank benefits

Job summary

Amplar Health, part of the Medibank Group, is hiring a Concierge Team Leader to guide a frontline customer service and sales team in delivering exceptional consumer experiences. You’ll oversee operations, drive performance, resolve escalations and collaborate with Care Partners, Workforce, Sales and internal teams to ensure coordinated service delivery.

You’ll lead with coaching, governance and compliance at the core, building strong stakeholder relationships and continuous improvement across

Qualifications

• Experience leading frontline customer service and sales teams.
• Proven ability to coach, develop and manage performance.
• Experience handling escalations, complaints and complex interactions.
• Familiarity with governance, privacy and compliance frameworks.

Responsibilities

• Lead and coach a frontline customer service and sales team to deliver exceptional consumer experiences.
• Manage workloads, team priorities and service requests in a fast-paced environment.
• Act as the first point of escalation for complex enquiries, complaints and sensitive situations.
• Monitor operational performance and identify opportunities for continuous improvement.
• Ensure documentation, privacy, governance and compliance standards are maintained.
• Support capability development and stakeholder engagement for coordinated service delivery.

Skills

Frontline customer service

Sales team leadership

Coaching

Stakeholder engagement

Governance & compliance

Data analysis

Genesys experience

Education

Leadership & Management qualifications

Job description

Amplar Health, part of the Medibank Group, is hiring a Concierge Team Leader to guide a frontline customer service and sales team in delivering exceptional consumer experiences. You’ll oversee operations, drive performance, resolve escalations and collaborate with Care Partners, Workforce, Sales and internal teams to ensure coordinated service delivery.

You’ll lead with coaching, governance and compliance at the core, building strong stakeholder relationships and continuous improvement across