Customer Service Manager -Aged care

The Ethnic Communities Council of Queensland Limited; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Indooroopilly location

Diverse and inclusive culture

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

People management

Customer service

Digital literacy

Data reporting

Education

Certificate IV or Diploma in related field

National Police Check

Tools

Care Systems

NEO

GPMS

Microsoft 365

Job description

Lead customer excellence, service coordination and digital transformation in community care.

Diversicare is seeking an experienced and passionate Customer Service Manager to lead our customer-facing operations and ensure an exceptional experience for clients, families, carers and referrers.

This is an exciting leadership opportunity for a customer-focused professional who thrives in a fast-paced environment and is passionate about delivering high-quality aged care and community services. You will play a pivotal role in shaping the participant journey, leading frontline teams, driving continuous improvement and championing the adoption of innovative systems and technology.

About the Role

The Customer Service Manager is responsible for leading Diversicare's customer service operations, including the call centre, intake, scheduling and administration functions.

Reporting to the Community Care leadership team, you will oversee the participant journey from initial enquiry through to ongoing service delivery, ensuring every interaction is responsive, culturally inclusive, professional and aligned with Diversicare's commitment to person-centred care.

You will lead a team of Schedulers, an Administration Assistant and an Intake and Administration Officer, while partnering closely with operational and clinical teams to ensure seamless service coordination, workforce planning and customer satisfaction.

This role also acts as the business lead for customer service and scheduling systems, supporting software implementation, process improvement, staff training and digital transformation initiatives.

Key Responsibilities

Leadership and Team Management

Lead, mentor and develop the Customer Service team, including Schedulers, Administration staff and Intake Officers.

Foster a positive, high-performing and customer-focused culture.

Provide coaching, guidance, performance feedback and professional development opportunities.

Participate in the out-of-hours on-call roster.

Customer Service and Call Centre Operations

Oversee the day-to-day operation of the call centre.

Manage call coverage, queues, call-backs, interpreter access and service standards.

Develop and monitor customer service performance measures.

Ensure enquiries are resolved professionally and within agreed timeframes.

Drive a culture of exceptional customer service across all communication channels.

Participant Journey and Intake Oversight

Lead the client journey from first contact through ongoing service delivery.

Ensure referrals and enquiries are processed accurately and efficiently.

Oversee participant intake, onboarding and transition to Care Partners.

Support the coordination of Allied Health appointments and participant services.

Ensure service information is communicated clearly and compassionately to clients and families.

Scheduling and Service Coordination

Oversee scheduling quality and workforce coordination.

Work closely with operational leaders to ensure continuity of services.

Support effective matching of Home Care Workers based on participant needs, cultural background, language preferences and individual requirements.

Monitor workforce capacity and address service delivery challenges proactively.

Complaints, Feedback and Service Improvement

Manage escalated customer enquiries and complaints.

Analyse trends and identify opportunities for improvement.

Promote a rights-based and culturally responsive customer experience.

Implement service improvements based on participant feedback and operational insights.

Systems, Technology and Digital Transformation

Act as the business lead for customer service, scheduling and telephony systems.

Support system enhancements, software upgrades and digital transformation projects.

Conduct user acceptance testing and system validation.

Develop training resources and provide ongoing systems support to staff.

Champion technology solutions that improve efficiency and participant outcomes.

Reporting, Compliance and Data Quality

Monitor service performance through data analysis and reporting.

Ensure participant and scheduling records are accurate, complete and audit-ready.

Support incident management and reporting requirements.

Maintain compliance with legislation, privacy requirements, quality standards and organisational policies.

About You

You are an experienced leader with a strong customer service background, exceptional people management skills and a passion for improving service delivery through innovation and technology.

Ideally, you will have worked in aged care in a management role Scheduling and service coordination. You will work closely with the Service Delivery Manager to support effective matching.

Certificate IV, Diploma or higher qualification in Business, Customer Service, Contact Centre Management, Community Services, Aged Care or a related field, or equivalent demonstrated experience.

Current National Police Check (or willingness to obtain one).

Current Australian Driver Licence.

Demonstrated experience managing customer service or contact centre teams.

Experience within aged care, community services, healthcare or similar sectors.

Strong leadership, coaching and team development skills.

Excellent communication and stakeholder engagement abilities.

Experience managing customer service performance and reporting.

Strong digital literacy and confidence with technology and systems.

Experience supporting software implementations, upgrades and change management initiatives.

Proficiency in Microsoft 365 and reporting tools.

Ability to analyse data and implement continuous improvement initiatives.

Understanding of scheduling and workforce coordination in a service environment.

Sound understanding of privacy, compliance and quality standards.

Commitment to culturally inclusive service delivery and supporting diverse communities.

Experience using Care Systems, NEO, GPMS and workforce scheduling systems.

Knowledge of Support at Home, the Aged Care Act and Aged Care Quality Standards.

Experience in home care or community-based service delivery.

Proficiency in a community language other than English.

Why Diversicare?

Since 1989, Diversicare has delivered culturally appropriate in-home care, supporting older people and people with disability, alongside health education and resources for consumers and aged care providers. As a division of ECCQ, we carry forward a proud history of advocacy for multicultural communities dating back to 1976.

We take our responsibility to keep our clients, residents and workplaces safe seriously, and we're committed to a workforce that reflects the diversity of the communities we serve. We welcome applications from Aboriginal and/or Torres Strait Islander people, people from CALD and LGBTQIA+ communities, and people with disability.

What's in it for you:

A rewarding role that positively impacts the lives of older Australians

Employee Assistance Program (EAP)

A convenient Indooroopilly location, close to public transport

A welcoming, diverse and inclusive culture

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