Customer Service Team Leader

Lumus Imaging; Willoughby; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Lumus Imaging is seeking a Customer Service Team Leader to guide the National Contracts team and develop a capable, motivated group. You will lead day-to-day service delivery for national contract partners and coordinate with internal stakeholders across the Lumus Imaging network.

You’ll drive process improvements, mentor team members and build strong relationships with managers and clinic site leads. This role offers hybrid working in Chatswood and growth opportunities within the national

Qualifications

• Customer-focused approach with commitment to delivering great service.
• Experience leading or mentoring others and helping people develop.
• Calm, quick thinker with problem-solving under pressure.
• Self-starter who works autonomously and takes initiative.
• Proactive approach to process improvement and driving change.
• Ability to build relationships with external stakeholders and managers at all levels.
• Strong written and verbal communication and attention to detail.
• Healthcare or contracts experience is a bonus.

Responsibilities

• Lead, train and mentor a team of three Customer Service Representatives.
• Manage team workloads to deliver responsive, high-quality service.
• Act as escalation point and resolve complex inquiries quickly and effectively.
• Liaise with commercial managers, operations managers and clinic site leads across the national network.
• Identify opportunities to improve processes and lead embedding those changes.
• Foster a positive, collaborative team culture with knowledge sharing and growth.

Skills

Team leadership

Customer service

Problem solving

Initiative

Process improvement

Stakeholder mgmt

Communication

Mentoring

Job description

Why you'll love this role

• Permanent full-time stability with one of Australia's leading diagnostic imaging providers, with locations across the country
• Lead and develop your own team. Guide, train and mentor a team of three Customer Service Representatives, reporting directly to our Customer Service Operations Manager
• Hybrid working. Three days in our Chatswood office (Monday, Tuesday and Thursday) and two days from home (Wednesday and Friday), with some flexibility around these days
• Make your mark. Bring fresh ideas and lead process improvements that shape how our National Contracts team works
• National exposure. Work with national contracts and build relationships with commercial managers, operations managers and clinic site leads right across the Lumus Imaging network
• Genuine room to grow. Clear career progression pathways within our customer service team and across our wider national network
• Easy to get to. Located in Chatswood, close to train and metro services, shops and cafes

About the role

As Customer Service Team Leader in our National Contracts team, you'll lead the day-to-day service delivery for our national contract partners while developing a capable, motivated team. Your day will include:

• Leading, training, guiding and mentoring a team of three Customer Service Representatives
• Managing team workloads and priorities to deliver responsive, high-quality service to contract partners and internal stakeholders
• Acting as an escalation point, using sound judgement to resolve complex enquiries quickly and effectively
• Liaising with commercial managers, operations managers and clinic site leads across the national network
• Identifying opportunities to improve processes, then leading and embedding those changes within the team
• Fostering a positive, collaborative team culture where knowledge is shared and people are supported to grow

About you

• A customer-focused approach, with a genuine commitment to delivering great service
• Experience leading, coaching or mentoring others, and a real enjoyment of helping people develop
• A quick thinker and natural problem solver who stays calm and effective under pressure
• A self-starter who takes initiative and works confidently and autonomously
• A proactive approach to process improvement, with fresh ideas and the drive to put them into practice
• Confidence building relationships with external stakeholders and managers at all levels
• Strong written and verbal communication skills, with great attention to detail
• Previous team leader, customer service or account management experience is highly regarded, and healthcare or contracts experience is a bonus