Customer Service Team Lead – Rostering & Care Delivery

Hunter Recruitment Group; Central Coast; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Salary packaging

Meal card

Flexible work

Learning & development

EAP

ADSSI Day

Community impact

Job summary

ADSSI Limited in Tuggerah is seeking a Team Leader, Customer Service to lead a busy frontline team delivering rostering and care coordination for home care services across the Hunter and Central Coast.

You’ll oversee rostering in line with care plans and funding, monitor fill rates and travel, plan rosters by location, manage urgent changes, and report on budgets and trends to the Manager, Customer Service & Intake. Experience with rostering systems and a NSW driver’s licence are required.

Qualifications

• Diploma in Business Administration, Community Services or related field, or equivalent experience.
• Experience leading rostering/scheduling or customer service team in a high-volume, complex environment.
• Strong analytical and problem-solving skills with the ability to turn data into practical improvements.
• Collaborative, accountable leadership style and genuine customer focus.
• Confidence with client management and electronic rostering systems.
• A NSW driver’s licence and access to a comprehensively insured vehicle.
• Aged care or disability experience, and knowledge of Support at Home and NDIS is highly regarded.

Responsibilities

• Leading, coaching and developing a team of Customer Service Officers.
• Overseeing rostering in line with care plans, funding requirements and client preferences.
• Tracking fill rates, cancellations, broker usage and travel, and stepping in early when results drift.
• Planning rosters by location to reduce travel time while protecting continuity of care.
• Managing urgent and short notice service changes calmly and accurately.
• Reporting on budgets, workforce gaps and service trends to the Manager, Customer Service & Intake.
• Improving systems, workflows and service quality alongside leaders across the organisation.

Skills

Team leadership

Rostering

Scheduling

Customer service

Data analysis

Budget reporting

Education

Diploma in Business Administration / Community Services

Tools

Electronic rostering systems

Job description

ADSSI Limited in Tuggerah is seeking a Team Leader, Customer Service to lead a busy frontline team delivering rostering and care coordination for home care services across the Hunter and Central Coast.

You’ll oversee rostering in line with care plans and funding, monitor fill rates and travel, plan rosters by location, manage urgent changes, and report on budgets and trends to the Manager, Customer Service & Intake. Experience with rostering systems and a NSW driver’s licence are required.