Concierge Team Leader

Medibank; City of Melbourne; Hybrid; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid working

Supportive leadership team

Growth of a growing service

Ongoing learning and development

Meaningful work impacting families

Benefits accessed via Amplar Health &/

Medibank benefits access

Job summary

Amplar Health within the Medibank Group is hiring a Concierge Team Leader to guide a front-line customer service and sales team delivering high-quality consumer experiences in a hybrid setup. You will oversee workloads, coaching, and escalation handling, while aligning with governance and privacy standards to maintain compliance across all interactions.

You will drive continuous improvement, collaborate with Care Partners, Workforce, Sales and other internal teams, and foster capability

Qualifications

• Proven experience leading frontline customer service or sales teams.
• Experience handling escalations, complaints and sensitive interactions.
• Ability to manage competing priorities and operational workflows.
• Experience within governance, privacy and compliance frameworks.
• Strong coaching, performance management and stakeholder engagement.
• Analytical mindset to identify opportunities for improvement.

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 consistently maintained.
• Support capability development, performance coaching and team engagement initiatives; collaborate with internal teams to ensure coordinated service delivery.

Skills

Frontline leadership

Coaching

Stakeholder engagement

Governance & compliance

Data analysis

Customer service

Education

Leadership & Management

Business / Customer Engagement

Tools

Genesys

Job description

At Amplar Health, we're transforming how healthcare is delivered in Australia. Through in-home care, virtual health services and community-based programs, we're making healthcare more accessible, connected and personalised for the people who need it most.

As part of the Medibank Group, you'll join a team that's improving health outcomes, expanding access to care, and helping shape the future of healthcare.

This isn't just a job. This is your career in health, amplified

As part of our growing Support at Home service, you'll lead a high-performing Concierge team that acts as the front door to care, helping consumers and their families navigate services with confidence and ease. Working within a contemporary, consumer-centred model, you'll ensure enquiries, service requests and coordination activities are managed efficiently, consistently and with a strong focus on service excellence.

You'll play a pivotal role in creating seamless consumer experiences, supporting your team to deliver timely, accurate and compassionate service across every stage of the consumer journey. Through coaching, operational leadership and continuous improvement, you'll help ensure consumers receive the support they need while driving quality, compliance and performance outcomes.

This is an exciting opportunity to be part of the future of aged care and contribute to a service that is redefining how consumers access and experience care.

About the Role

As the Concierge Team Leader, you'll provide day-to-day leadership, coaching and support to a team of Concierge team members, ensuring a consistent, high-quality and consumer-focused experience. You'll oversee operational workflows, manage performance, resolve escalated issues and work closely with internal stakeholders to support service continuity and efficient care coordination.

You will:

• 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 consistently maintained.
• Support capability development, performance coaching and team engagement initiatives.Collaborate with Care Partners, Workforce, Sales and other internal teams to ensure coordinated service delivery.

About You

You're a passionate and experienced people leader who thrives in customer-focused environments and enjoys developing high-performing teams. You bring strong operational leadership skills, sound judgement and a commitment to delivering exceptional service outcomes.

You will have:

• Proven experience leading or supervising frontline customer service/ sales teams.
• Strong experience managing escalations, complaints and complex customer interactions.
• Demonstrated ability to manage competing priorities and operational workflows.
• Experience working within governance, privacy and compliance frameworks.
• Strong coaching, performance management and stakeholder engagement skills.
• The ability to analyse service data and identify opportunities for improvement.
• A collaborative approach and passion for creating positive consumer experiences.

Highly desirable:

• Experience with Genesys telephony systems.
• Experience in aged care, health, disability or community services environments.
• Qualifications in Leadership & Management, Business, Customer Engagement or similar.

Why Join Us?

• Flexible and hybrid working arrangements.
• Supportive and collaborative leadership team.
• Opportunity to shape and lead a growing service.
• Ongoing learning and professional development.
• Meaningful work that makes a genuine difference to consumers and their families.
• Be part of an organisation transforming the future of aged care.
• Access to the great benefits and wellbeing offerings available through Amplar Health and Medibank.

Your leadership can make a real difference. Join us and help create outstanding experiences for consumers accessing care in their homes.

Learn more about Amplar Health at https://amplarhealth.com.au

Be Yourself. Belong Here

We’re committed to a workplace where everyone feels safe, supported, and free to be themselves. By embracing diverse perspectives, we challenge the status quo and uncover better ideas. You can confidently bring your whole self—because your unique voice is what makes us stronger.
We welcome and encourage applications from people of all backgrounds, identities and lived experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, neurodivergent people, and carers.

Our employee networks create space for connection, advocacy and allyship. We offer flexible ways of working to support inclusion, accessibility and wellbeing.

Amplar Health strongly encourages employees to be immunised against serious diseases. Dependent on your role, you may be asked to declare your vaccination status and/or provide evidence.

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work