Customer Service Team Leader

Lumus Imaging; Willoughby; Hybrid; AUD 95,000 - 115,000; Full time

Benefits offered by this job

Benefits platform

Fitness Passport

Corporate health insurance discounts

Career growth and development

Confidential health and well-being 지원

Job summary

Lumus Imaging is seeking a Customer Service Team Leader to steer the National Contracts team’s day-to-day service delivery. You will lead, train and mentor a small team while coordinating with commercial managers and clinic site leads.

The role offers hybrid work with three days in Chatswood and two days from home, providing opportunities to implement improvements and grow within the national network.

Qualifications

• Experience leading, coaching or mentoring others.
• Ability to guide a team and manage workloads.
• Strong written and verbal communication.
• Healthcare or contracts experience is a bonus.

Responsibilities

• Lead and mentor a team of three Customer Service Representatives.
• Manage team workloads and priorities to deliver high-quality service.
• Act as escalation point for complex enquiries.
• Liaise with commercial, operations managers and site leads across the national network.
• Identify process improvements and embed changes within the team.
• Foster a positive team culture and knowledge sharing.

Skills

Team leadership

Coaching & mentoring

Customer service excellence

Problem solving

Initiative & autonomy

Stakeholder relationship building

Communication skills

Job description

About us

At Lumus Imaging, we are passionate about caring for your health and wellbeing at every stage of life.

Lumus Imaging, harnesses all of the knowledge and expertise we have gained over the last 30 years and combines it with the empathy and care of our people.

Our team of radiographers, sonographers, nuclear medicine technologists, nurses, centre support staff, as well as our network of independent radiologists make up our 2,000 diagnostic imaging experts and support staff across 150 sites right around the country.

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

Benefits and Wellbeing

As part of working for Lumus Imaging, you will have access to a range of benefits including:

• Benefits platform- Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
• Fitness Passport– Access top fitness centres & pools across Australia at a subsidised rate.
• Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
• Career growth and development opportunitieswith access to a comprehensive library of online courses and learning paths via our e-learning platform.
• Confidential health and well-being supportthrough our Employee Assistance Program, available to all employees and their family members.

Our commitment to diversity and inclusion

Lumus Imagingis an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.