Customer Experience Team Lead – Contact Centre

Healius Limited; Ryde; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Access to retailer discounts

Health and financial benefits (Fitness

EAP (Employee Assistance Program)

Discounted childcare and babysitting

Online learning & development

Job summary

Healius Limited is seeking a Customer Experience People Leader to guide and grow a team of CX Specialists across Australia. You will foster engagement, drive continuous improvement and ensure exceptional customer experiences while supporting operational performance.

You bring 2+ years of leadership in a contact centre or high-volume environment and experience in regulated sectors. The role emphasizes coaching, collaboration with coaches, and delivering positive patient outcomes within a

Qualifications

• 2+ years' leadership experience in contact centre or high-volume operational environment.
• Experience working within 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 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

Skills

Coaching

People development

Communication

Relationship-building

Decision-making

Influence

Continuous improvement

Job description

Healius Limited is seeking a Customer Experience People Leader to guide and grow a team of CX Specialists across Australia. You will foster engagement, drive continuous improvement and ensure exceptional customer experiences while supporting operational performance.

You bring 2+ years of leadership in a contact centre or high-volume environment and experience in regulated sectors. The role emphasizes coaching, collaboration with coaches, and delivering positive patient outcomes within a