Remote Shift Lead, 24/7 Booking Center

Royal Rehab Group; Sydney; Remote; AUD 42,000 - 60,000; Part time

Benefits offered by this job

Salary packaging

Maxxia rewards

Career growth

Work life balance

Competitive remuneration

Employee Assistance Program

Leadership support

Culture

Job summary

SCIA, a not-for-profit focused on spinal cord injury support, partners with Transport for NSW to deliver the Centralised Booking Service for Wheelchair Accessible Taxis across the Sydney Metro area. The role is a Part Time Fixed Term Contract for 14 months and operates on a 24/7 roster from a work-from-home setup.

You will lead a team of Customer Service Representatives, handle bookings, coordinate dispatch, support drivers, and manage escalations while maintaining high service standards.

Qualifications

• Experience leading and supporting a diverse team.
• Strong written and verbal communication.
• Calm, solutions-focused approach during busy periods.
• Customer-first mindset with interpersonal skills.
• Experience in disability or transport sector is a bonus.
• WB&R experience would be great, but not essential.

Responsibilities

• Lead and support Customer Service Representatives during your shift.
• Answer calls and assist customers booking Wheelchair Accessible Taxis.
• Coordinate and dispatch bookings to the accessible taxi fleet.
• Support drivers and taxi service providers with booking enquiries.
• Manage customer and driver feedback, complaints and escalations.
• Monitor call volumes, queues and workflow to maintain efficient service.
• Ensure booking and customer information is entered accurately into relevant systems.
• Coordinate shift responsibilities, including dispatch, incoming calls and team breaks.
• Act as the senior escalation point and support the Contact Centre Manager.
• Participate in a rotating overnight on-call roster.

Skills

Leadership

Communication

Attention to detail

Customer focus

Problem solving

Adaptability

Team support

Disability sector

WB&R experience

Job description

SCIA, a not-for-profit focused on spinal cord injury support, partners with Transport for NSW to deliver the Centralised Booking Service for Wheelchair Accessible Taxis across the Sydney Metro area. The role is a Part Time Fixed Term Contract for 14 months and operates on a 24/7 roster from a work-from-home setup.

You will lead a team of Customer Service Representatives, handle bookings, coordinate dispatch, support drivers, and manage escalations while maintaining high service standards.