Customer Support Team Leader

Australian Unity; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Extra leave benefits

Fitness Passport

Exclusive employee discounts

Novated leasing

Job summary

Australian Unity invites applications for a Health Concierge Team Leader - Customer Support based in Clayton, Victoria. You will lead the Health Concierge Customer Support team, guiding performance, coaching, and process improvements to deliver high-quality customer outcomes in funding, scheduling, services and billing.

This full-time role offers hybrid flexibility after probation, with two days work-from-home.

Qualifications

• Mandatory call centre experience as a Team Leader.
• Understanding of aged care sector and operating a complex customer contact centre.
• Excellent verbal and written communication with frontline workforce.

Responsibilities

• Provide strong leadership and guidance to the Health Concierge Customer Support team.
• Enhance customer experience by streamlining processes and resolving issues with precision.
• Monitor performance, identify development areas, and coach team members.
• Identify and implement process improvements to reduce handling times.
• Conduct quality checks on call recordings and coaching opportunities.
• Analyze complex problems and implement solutions to meet business needs.
• Report risks related to customers and ensure regulatory compliance.
• Oversee daily operations and drive continuous improvement and system adoption.

Skills

Call centre leadership

Problem solving

Customer focus

Team development

Communication skills

Regulatory knowledge

Education

Certificate IV or Diploma in community or aged care

Tools

Genesys

Salesforce

Job description

Across Home Health, we're transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently - we believe we will be able to plan and deliver better care for customers. Our mission is to create a distinctly different and integrated healthcare company instinctively chosen for its quality, legitimacy, and independence.

Home Health's Health Concierge Customer Support team delivers customer outcomes and responds to customer queries including funding, scheduling, services, and billing.

Your New Role:

As our Health Concierge Team Leader - Customer Support you will provide strong leadership and guidance to the Health Concierge Customer Support team. Your focus will be to enhance the customer experience by streamlining processes, managing enquiries, and resolving issues with precision. Please note that this role will be based in Clayton, Victoria and we are looking for someone with mandatory call centre experience as a team leader.

Within this role you will also:

• Proactively engage with team members to monitor performance, understand skills and competence, and identify areas for development.
• Identify and adopt process improvement opportunities as well as implement scripts and processes that support consistency of experience and drive down average handling times.
• Conduct call recording quality checks, identifying opportunities for coaching and improvement.
• Analyse complex business problems, develop, and implement solutions, and optimise systems to meet changing business needs.
• Reporting of risks associated with customers.
• Manage daily operations and continuous improvement activities to improve overall function and compliance requirements.
• Actively contribute to the design, delivery and adoption of system-based tools and lead the implementation of processes and procedures that embed consistent ways of working.
• Monitor the quality of customer data to ensure compliance with all regulatory obligations.

Across Home Health, we're transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently - we believe we will be able to plan and deliver better care for customers. Our mission is to create a distinctly different and integrated healthcare company instinctively chosen for its quality, legitimacy, and independence.

Home Health's Health Concierge Customer Support team delivers customer outcomes and responds to customer queries including funding, scheduling, services, and billing.

Your New Role:

As our Health Concierge Team Leader - Customer Support you will provide strong leadership and guidance to the Health Concierge Customer Support team. Your focus will be to enhance the customer experience by streamlining processes, managing enquiries, and resolving issues with precision. Please note that this role will be based in Clayton, Victoria and we are looking for someone with mandatory call centre experience as a team leader.

Within this role you will also:

• Proactively engage with team members to monitor performance, understand skills and competence, and identify areas for development.
• Identify and adopt process improvement opportunities as well as implement scripts and processes that support consistency of experience and drive down average handling times.
• Conduct call recording quality checks, identifying opportunities for coaching and improvement.
• Analyse complex business problems, develop, and implement solutions, and optimise systems to meet changing business needs.
• Reporting of risks associated with customers.
• Manage daily operations and continuous improvement activities to improve overall function and compliance requirements.
• Actively contribute to the design, delivery and adoption of system-based tools and lead the implementation of processes and procedures that embed consistent ways of working.
• Monitor the quality of customer data to ensure compliance with all regulatory obligations.

This full-time role is based at our Clayton office in Victoria and offers hybrid flexibility following the completion of probation, including 2 days working from home.

About you:

• A pragmatic proactive problem solver.
• Understanding of both the aged care sector and operating a complex customer contact centre(Call centre experience as a Team Leader is mandatory).
• Customer focused with ability to engage and develop others.
• Experience working in a fast paced environment.
• Demonstrated experience managing teams.Sound working knowledge of funding instruments and regulations associated with in-home/community care services.
• Certificate IV or Diploma qualification in community or aged care is desirable (or equivalent experience).
• Excellent verbal and written communication skills combined with demonstrated ability to engage with a frontline workforce using various communication channels.
• Knowledge of digital tools, such as Genesys and Salesforce

Benefits & Perks

• Flexible Working Arrangements
• Extra leave benefits, including Wellbeing, Community, and Deep Listening days each year
• Fitness Passport - discounted access to gyms and fitness facilities
• Exclusive employee discounts across Australian Unity products, travel, and accommodation
• Novated leasing - salary package a new car through Maxxia or Flare Cars and save on tax

If you're ready to make a meaningful impact on healthcare delivery and drive team excellence,

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan