Contact Centre Team Leader

Healius; Ryde; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Flare Benefits discounts

Fitness Passport

Health insurance discounts

Employee Assistance Program (EAP)

Kiddo childcare discounts

Access to online learning

Job summary

Healius is seeking a Customer Experience People Leader to guide and grow a team of Customer Experience Specialists. You will foster engagement, drive continuous improvement and deliver exceptional customer experiences across Australia, impacting operations and patient care.

You will lead coaching, manage performance, and collaborate with stakeholders to implement service excellence initiatives in a high-volume contact centre environment.

Qualifications

• 2+ years' leadership experience in a contact centre, customer service or high-volume operation.
• Experience in regulated industries such as healthcare, financial services or government is highly regarded.

Responsibilities

• Lead, coach and develop a team of Customer Experience Specialists and Senior Specialists.
• Manage team performance, engagement and development through leadership activities.
• Monitor operational performance and allocate work to support service delivery objectives.
• Conduct quality assurance audits and provide timely coaching and feedback.
• Drive achievement of customer experience, quality and operational targets.
• Partner with Customer Experience Coaches for capability development and training.
• Identify and implement continuous improvement opportunities.
• Collaborate with stakeholders to deliver positive customer outcomes.

Skills

Coaching & people development

Excellent communication

Relationship-building

Judgement & decision-making

Influence & motivation

Continuous improvement mindset

Job description

Location: North Ryde, New South Wales, AU, 2113

Job ID:22039

38 hours a week, hours of operation 7am to 10 pm weekdays

At Healius, we're united by a shared purpose: making a difference to the future of Australia's health. There's never been a more exciting time to join us as we transform into a stronger, more agile organisation with a focus on innovative ways of working, excellent customer and patient experiences and being a great place to work.

This is an opportunity to shape a high-performing team that plays an important role in supporting healthcare professionals and patients across Australia. Joining Healius during a period of transformation, you'll be empowered to drive team success, influence positive change and help deliver exceptional customer experiences that make a meaningful impact.

About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

About The Role

As a Customer Experience People Leader, you'll lead and develop a team of Customer Experience Specialists, fostering a culture of engagement, continuous improvement and service excellence. You'll play an important role in empowering your team to deliver exceptional customer experiences while supporting strong operational outcomes.

Key responsibilities:

• Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists
• Manage team performance, engagement and development through regular people leadership activities
• Monitor operational performance and allocate work to support service delivery objectives
• Conduct quality assurance audits and provide timely coaching and feedback
• Drive achievement of customer experience, quality and operational performance targets
• Partner with Customer Experience Coaches to support capability development and training initiatives
• Identify and implement continuous improvement and innovation opportunities
• Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes

About You

We're seeking an experienced people leader with demonstrated success developing high-performing teams and improving performance outcomes, ideally within a contact centre or customer service environment. You will bring a supportive leadership style, sound judgement and the ability to balance customer needs, operational priorities, quality standards and team engagement.

Qualifications and Experience

• 2+ years' leadership experience, ideally within a contact centre, customer service or other high-volume operational environment
• Experience working within a regulated industry such as healthcare, financial services or government is highly regarded

Key Skills and Attributes

• Strong coaching and people development capability
• Excellent communication and relationship-building skills
• Sound judgement and decision-making ability
• Ability to influence, motivate and engage others
• Continuous improvement mindset with a proactive and solutions-focused approach

We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.

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Benefits, Perks and Wellbeing

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and career, including:

• Access to retailer discounts and perks through the Flare Benefits platform
• Health and financial benefits, including access to Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options
• Free and confidential wellbeing support through our Employee Assistance Program (EAP)
• Discounted childcare and babysitting services via Kiddo
• Access to online learning, courses and development pathways to support your career growth

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.