SCHN - Switchboard Team Lead

NSW Health; Sydney; On-site; AUD 82,000 - 84,000; Full time

Benefits offered by this job

Flexible work opportunities

Salary packaging

Meal entertainment benefits

ACcrued days off

Fitness passport

Employee assistance program

Job summary

NSW Health in Sydney's Westmead site is seeking a Team Leader to coordinate the day-to-day telephonist operations, manage staff, rosters, workflow and priorities, and mentor team members to ensure timely, quality service.

The role also provides telephony support during peak demand or vacancies, and works with the CHW Patient Administration Manager to identify, resolve and escalate issues to maintain service standards.

Qualifications

• Experience leading a telephonist/call-centre team.
• Ability to manage rosters, workload, and priorities.
• Strong coaching and development skills for frontline staff.

Responsibilities

• Coordinate day-to-day telephonist operations and staff rosters.
• Mentor, coach and develop team members to meet timeframes.
• Provide telephony assistance during high demand or vacancies.

Skills

Team leadership

Staff rostering

Coaching & development

Telephony support

Job description

Employment Type:PermanentFull Time
Position Classification:Admin Off Lvl 5
Remuneration:82337.78 - 84205.25 full-time equivalent base salary range (+12% super + 17.5% leave loading and salary packaging)
Hours Per Week:38
Requisition ID:REQ693013
Location: Westmead
Applications Close: Midnight on 27 September 2026
For role related queries or questions contact Vanessa Hardaker on ***************@health.nsw.gov.au

As the largest paediatric health service in Australia, we care for thousands of children each year, in hospital and at home. Our people are united by compassion, collaboration and excellence in care.

What you'll be doing

The Team Leader will coordinate the day to day operation of the telephonists by managing staff, the roster, work flow and priorities. The role will also have responsibility to mentor, coach and develop team members, ensuring services are provided within agreed timeframes.

The Team Leader will provide telephony assistance as required, particularly during high call demand or in instances of unexpected vacancies .

The Team leader will work in collaboration with the CHW Patient Administration Manager to ensure quality of service and expedite the identification, resolution and escalation of issues as required.

Additional Benefits (where applicable): Flexible work opportunities, Salary packaging and meal entertainment benefits, accrued days off (ADOs), fitness passport, employee assistance program (EAP)

Child Safe Standards

SCHN is committed to maintaining a child-safe environment that respects and upholds the rights of children and young people, in line with NSW Health’s commitment to the Child Safe Standards.We aim to ensure that children and young people feel safe, supported, and included in their care. All current and prospective staff are expected to prioritise the safety, welfare, and well-being of children and young people, actively working to protect them from harm and abuse.

Additional Information

SCHN is an Equal Opportunity Employer that values diversity, recognising that a diverse workforce strengthens our culture and enhances the care we provide to children, young people and their families.

Permanent NSW Health roles require Australian citizenship or permanent residency. Temporary visa holders may be considered where no suitable Australian citizen or permanent resident is identified.

Where required, overseas qualifications must be formally assessed by the Department of Education or relevant authority for recognition in Australia.

An Eligibility List may be created for future permanent and temporary full or part time vacancies.