Customer Engagement Team Leader

Anglican Care; Newcastle; Hybrid; AUD 10,000 - 16,000; Full time

Benefits offered by this job

Salary package benefits up to $611/2

Meal entertainment/venue hire benefit

14 weeks paid parental leave

Fitness Passport

Employee Assistance Program

Discounted enrolment fees for schools

Job summary

Newcastle Anglican is seeking a seasoned Customer Engagement Team Lead for a 12-month maximum-term contract. You will supervise and coach a team of specialists, coordinating workloads and ensuring timely, high-quality responses to customers and stakeholders.

You will promote compliant processes, provide clear communication, and drive continuous improvement in customer engagement across touchpoints. The role requires leadership, a relevant tertiary qualification, and strong people management

Qualifications

• Demonstrated experience leading or supervising a customer-facing team in a service delivery environment.
• Strong communication and interpersonal skills to engage with customers, families and internal stakeholders.
• Ability to establish and maintain team processes, procedures and service standards.

Responsibilities

• Provide day-to-day operational leadership, supervision and support to the Customer Engagement team.
• Coach, guide and develop team members to build capability and consistent service delivery.
• Coordinate team workflows, allocate work and manage priorities to ensure timely and effective responses to customer and stakeholder needs.
• Monitor team workloads, service activity and emerging issues, escalating risks or resourcing concerns as required.
• Support the delivery of a consistent, customer-centred engagement experience across all relevant touchpoints.
• Promote clear, professional and sensitive communication with customers, families, representatives and internal stakeholders.
• Establish and maintain team processes, procedures and service standards that support quality, consistency and compliance.
• Identify opportunities to improve efficiency, accuracy, responsiveness and the overall customer experience.
• Stay up to date with legislative, regulatory and business changes, leading or supporting process improvements.
• Contribute to improvements in the customer engagement model, including implementation activities and change adoption.
• Develop strong relationships across the organisation and facilitate two-way communication with internal stakeholders.
• Monitor and support compliance with organisational policies, regulatory requirements and quality standards.
• Support reporting, audit preparation and review activities with relevant information and insights.
• Foster a positive, collaborative and values-aligned team culture focused on service quality and continuous improvement.

Skills

Leadership

Coaching

Customer service

People management

Prioritisation

Education

Tertiary qualification in Leadership, Business, Community Services or a relevant discipline

Tools

Microsoft Office

Job description

The Opportunity:

Newcastle Anglican has an exciting opportunity for a seasoned Customer Engagement Team Lead. In this 12 month Maximum term contract you will focus on supervising and coaching the team of specialists.

Why work for us?

Our people are the heart of what we do here at Newcastle Anglican. As a part of our team, you have access to the following great benefits:

• Salary Package a range of everyday living expenses (Mortgage, Rent and Bills), up to $611/fortnight. (cap limit of $15,900 each FBT year).


• Meal entertainment/venue hire benefit, package up to a cap limit of $2,650 each FBT year


• Discounted enrolment fees for all Newcastle Anglican Schools


• Career and development opportunities


• Flexible working options


• 14 weeks paid parental leave or 3 weeks paid partner leave.


• Give back to the community and the people we support.


• Access to Fitness Passport (over 800+gyms)


• Free access to our corporate Employee Assistance Program

What are we looking for?

• Provide day-to-day operational leadership, supervision and support to the Customer Engagement team.


• Coach, guide and develop team members to build capability, confidence and consistent service delivery.


• Coordinate team workflows, allocate work and manage priorities to ensure timely and effective responses to customer and stakeholder needs.


• Monitor team workloads, service activity and emerging issues, escalating risks or resourcing concerns as required.


• Support the delivery of a consistent, customer-centred engagement experience across all relevant touchpoints.


• Promote clear, professional and sensitive communication with customers, families, representatives and internal stakeholders.


• Establish and maintain team processes, procedures and service standards that support quality, consistency and compliance.


• Identify opportunities to improve efficiency, accuracy, responsiveness and the overall customer experience.


• Stay up to date with relevant legislative, regulatory and business changes, and lead or support process improvement initiatives that require updates to team systems, workflows, documentation or service practices.


• Contribute to improvements in the customer engagement model, including implementation activities, team readiness and change adoption.


• Develop strong relationships across the organisation and facilitate two-way communication with internal stakeholders to ensure the Customer Engagement team has the information needed to support customers, and that relevant customer insights, service feedback and emerging issues are shared back with the organisation.


• Monitor and support compliance with relevant organisational policies, regulatory requirements and quality standards.


• Support reporting, audit preparation and review activities by providing relevant information, insights and documentation as required.


• Foster a positive, collaborative and values-aligned team culture focused on service quality, accountability and continuous improvement.

About you?

• A current Working with Children check (with clearance to work with children)


• A current NDIS Check


• National Police Check (Newcastle Anglican will consider the relevance of any reported outcomes)


• Current drivers licence


• Tertiary qualification in Leadership, Business, Community Services or a relevant discipline


• Demonstrated experience leading or supervising a customer-facing team in a service delivery environment.


• Experience coaching, supporting and developing team members to deliver consistent, high quality customer service.


• Proven ability to manage workloads, allocate work and prioritise competing demands.


• Strong customer engagement experience, including handling complex, sensitive or escalated matters.


• Experience supporting process improvement, workflow changes and continuous improvement initiatives.


• Sound understanding of compliance, regulatory and quality requirements relevant to the sector.


• Demonstrated capabilities in the application of Microsoft office suite of products

Who we are?

Formerly known as the Anglican Diocese of Newcastle, Newcastle Anglican is a faith-based organisation serving the people of the Hunter and the Central Coast.

We offer a leading Christian presence to our community through our parishes, four schools, Anglican Care and Samaritans.

Our vision is for people to flourish because of what we do, inspired by the way of Jesus.

We provide a culturally safe environment for Aboriginal and Torres Strait Islander peoples and welcome all applications.

For more information visitwww.newcastleanglican.org.auor for enquiries and a copy of the Position Description email the talent team [e-mail]

You must have the right to live and work in Australia.