Remote Shift Lead: 24/7 Dispatch & CSR Leader

Breakthru; Australia; Remote; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Salary Packaging: Lower your taxable •

Maxxia Rewards: Discounts through our

Career growth: Genuine careerOpportun

Work life balance: Flexible workarr

Salary: Competitive remuneration

Employee Assistance Program: Counsell

Leadership: Supportive and experienced

Culture: Friendly and close-knit team

Job summary

SCIA has partnered with Transport for NSW to deliver the Centralised Booking Service across the Sydney Metropolitan Area, coordinating bookings for Wheelchair Accessible Taxis. The role is a Fixed Term Contract for 14 months and operates on a 24/7 roster, with you as the senior point of contact during shifts.

You will lead Customer Service Representatives, manage bookings, handle escalations, and support drivers and service providers to ensure a smooth, responsive service for our clients and

Qualifications

• You’re a natural people person who enjoys supporting a team and solving problems.
• You’re calm when things get busy and can make decisions quickly.
• You have a customer-first mindset and strong communication skills.

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

Communication

Attention to detail

Team leadership

Calm under pressure

Interpersonal skills

Problem-solving

Adaptability

Learning mindset

WB&R experience

Disability/transport sector experience

Job description

SCIA has partnered with Transport for NSW to deliver the Centralised Booking Service across the Sydney Metropolitan Area, coordinating bookings for Wheelchair Accessible Taxis. The role is a Fixed Term Contract for 14 months and operates on a 24/7 roster, with you as the senior point of contact during shifts.

You will lead Customer Service Representatives, manage bookings, handle escalations, and support drivers and service providers to ensure a smooth, responsive service for our clients and