Healthcare CX Leader & Team Coach

Healius Limited; Ryde; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Flare Benefits platform discounts

Fitness Passport access

Corporate health insurance discounts

Banking benefits and novated leasing

Salary packaging options

Employee Assistance Program (EAP)

Discounted childcare/babysitting via K

Job summary

Healius is seeking a Customer Experience People Leader to guide a team of CX Specialists across Australia. You will foster engagement, coach staff, and drive service excellence while balancing patient needs with operational goals.

This leadership role shapes quality outcomes within a regulated healthcare environment. You will oversee performance, training and QA activities, partnering with coaches to deliver capability development and implement improvements that enhance the customer experience

Qualifications

• 2+ years' leadership experience in a contact centre or high-volume operational environment.
• Experience working within a regulated industry such as healthcare, financial services or government is highly regarded.

Responsibilities

• Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists
• Manage team performance, engagement and development through regular people leadership activities
• Monitor operational performance and allocate work to support service delivery objectives
• Conduct quality assurance audits and provide timely coaching and feedback
• Drive achievement of customer experience, quality and operational performance targets
• Partner with Customer Experience Coaches to support capability development and training initiatives
• Identify and implement continuous improvement and innovation opportunities
• Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes

Skills

Leadership

Coaching

Communication

Relationship building

Judgement

Influence

Continuous improvement

Job description

Healius is seeking a Customer Experience People Leader to guide a team of CX Specialists across Australia. You will foster engagement, coach staff, and drive service excellence while balancing patient needs with operational goals.

This leadership role shapes quality outcomes within a regulated healthcare environment. You will oversee performance, training and QA activities, partnering with coaches to deliver capability development and implement improvements that enhance the customer experience