Shift Lead

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

• Salary Packaging: Package up to $15,900 of your pre-tax income and boost your take-home pay
• Meals & Accommodation: Package up to $2,650 for dining and holidays expenses
• Maxxia Rewards: Enjoy a huge range of discounts through our salary packaging partner
• EAP Support: Free, confidential counselling and wellbeing support
• Flexibility: This is a Work From Home role!!

• Salary Packaging: Package up to $15,900 of your pre-tax income and boost your take-home pay
• Meals & Accommodation: Package up to $2,650 for dining and holidays expenses
• Maxxia Rewards: Enjoy a huge range of discounts through our salary packaging partner
• EAP Support: Free, confidential counselling and wellbeing support
• Flexibility: This is a Work From Home role!!

About Us..

Spinal Cord Injuries Australia (SCIA) is a not-for-profit organization working for people with spinal cord injury (SCI). We are passionate about continually improving our service offerings and driving innovation to provide maximum opportunity for those lives affected by traumatic injury. With an objective to carry out and support the organization in the achievement of its vision “A society without barriers for people with SCI”.

What We Do

• Enhancing people’s functionality and health through exercise
• Offering a one-stop-shop for information on services, advice and support available
• Sharing the lived experience of having an SCI through peer support
• Influencing social change on a systemic and individual level
• Providing temporary and emergency care to people in their homes as required
• Supporting people back into employment, education or training
• Operating an Australian Disability Enterprise that employs people with disability and pays full award wages
• Providing accommodation for people transitioning home from hospital, or who need a break.

SCIA was founded by people with Spinal Cord Injuries. We employ and support SCI disabilities and at present they make up 33% of our staff.

We are a member based organisation, with more than 2,000 members that include people with disability, their families, carers and professionals in the sector.

As a NDIS provider, we are committed to the ongoing improvement of our processes and procedures to ensure that our service delivery complies with the National Practice Principles and NDIS Safeguards commission.

SCIA & NeuroMoves are now proudly part of the Royal Rehab Group which is a leading Australian provider of specialist neurological rehabilitation and community-based therapy services.

About The Role..

SCIA has partnered with Transport for NSW to deliver the Centralised Booking Service (CBS) across the Sydney Metropolitan Area, supporting people to book and access Wheelchair Accessible Taxis.

This role is a Part Time Fixed Term Contract for 14 months and is an essential 24/7 service is an exciting opportunity for SCIA to create meaningful employment opportunities for people with disability and recognise the value that lived experience brings to the workplace.

This is a work-from-home role operating across a 24/7 roster.

In This Role, You Will

• 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 escalationsMonitor 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

About You..

You’re a natural people person who enjoys supporting a team, solving problems and keeping things running smoothly. You’re calm when things get busy, comfortable making decisions and know how to create a positive experience for both customers and your team.

You’ll Bring

• Strong written and verbal communication skills
• Great attention to detail and a commitment to getting things right
• Experience leading and supporting a diverse team
• A calm, solutions-focused approach, even when things get busy
• Strong interpersonal skills and a genuine customer-first mindset
• Confidence handling challenges, escalations and problem-solving
• An open mindset and the ability to adapt to change
• A willingness to learn, grow and try new ways of doing things
• Experience in the disability or transport sector is a bonus, but not essential
• Previous WB&R experience would be great, but definitely isn’t a deal-breaker

Your Royal Rewards...

• Salary Packaging: Lower your taxable income and increase your take-home pay
• Maxxia Rewards: Enjoy a huge range of discounts through our salary packaging partner
• Career growth: Genuine career opportunities
• Work life balance: Flexible work arrangements
• Salary: Competitive remuneration
• Employee Assistance Program: Access to professional counselling and coaching for you and your immediate family
• Leadership: Supportive and experienced leadership team
• Culture: Friendly and close-knit team environment

We know diversity makes SCIA a great place to work, and we are committed to building an inclusive workplace culture that reflects the people we serve. We encourage applications from all members of our community, including Aboriginal and Torres Strait Islander peoples, LGBTIQA+ individuals, people with disability, and those from culturally and linguistically diverse backgrounds.

If you require any adjustments to participate equitably in the recruitment process, or to support you in the workplace should you be successful, please let us know. We are committed to creating an inclusive and accessible environment where all individuals can thrive.

Whats Next...

SCIA has a dedicated, supportive and innovative culture and so we are looking for someone who will fit well into our team by having a positive attitude, strong relationship building skills and a passion for improving the circumstances of marginalised and disadvantaged people.