Customer Experience & Scheduling Lead, Aged Care

The Ethnic Communities Council of Queensland Limited; Brisbane; Sur place; AUD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Employee Assistance Program (EAP)

Indooroopilly location

Diverse and inclusive culture

Résumé du poste

Diversicare is seeking a Customer Service Manager to lead our customer-facing operations, including call centre, intake, scheduling and administration, with a focus on person-centred care. You will partner with clinical teams to ensure seamless service delivery and champion digital transformation.

You will manage frontline staff, drive performance, coach teams and support software implementations to improve efficiency and participant outcomes in a fast-paced aged care environment.

Qualifications

• Proven leadership of customer service or contact centre teams.
• Experience in aged care, community services or similar sectors.
• Strong communication and stakeholder engagement skills.
• Ability to analyse data and implement continuous improvement initiatives.

Responsabilités

• Lead the Customer Service team including Schedulers and Admin staff.
• Oversee call centre, intake and scheduling operations to ensure timely, culturally inclusive service.
• Drive digital transformation and system enhancements.
• Develop and monitor service performance metrics and compliance.

Connaissances

Leadership

People management

Customer service

Digital literacy

Data reporting

Formation

Certificate IV or Diploma in related field

National Police Check

Outils

Care Systems

NEO

GPMS

Microsoft 365

Description du poste

Diversicare is seeking a Customer Service Manager to lead our customer-facing operations, including call centre, intake, scheduling and administration, with a focus on person-centred care. You will partner with clinical teams to ensure seamless service delivery and champion digital transformation.

You will manage frontline staff, drive performance, coach teams and support software implementations to improve efficiency and participant outcomes in a fast-paced aged care environment.