Team Leader - Customer Service

Hunter Recruitment Group; Central Coast Council; Sur place; AUD 85 000 - 110 000; Plein temps

Avantages offerts par ce poste

Salary packaging

Meal card

Flexible work

Learning & development

EAP

ADSSI Day

Community impact

Résumé du poste

ADSSI Limited in Tuggerah is seeking a Team Leader, Customer Service to lead a busy frontline team delivering rostering and care coordination for home care services across the Hunter and Central Coast.

You’ll oversee rostering in line with care plans and funding, monitor fill rates and travel, plan rosters by location, manage urgent changes, and report on budgets and trends to the Manager, Customer Service & Intake. Experience with rostering systems and a NSW driver’s licence are required.

Qualifications

• Diploma in Business Administration, Community Services or related field, or equivalent experience.
• Experience leading rostering/scheduling or customer service team in a high-volume, complex environment.
• Strong analytical and problem-solving skills with the ability to turn data into practical improvements.
• Collaborative, accountable leadership style and genuine customer focus.
• Confidence with client management and electronic rostering systems.
• A NSW driver’s licence and access to a comprehensively insured vehicle.
• Aged care or disability experience, and knowledge of Support at Home and NDIS is highly regarded.

Responsabilités

• Leading, coaching and developing a team of Customer Service Officers.
• Overseeing rostering in line with care plans, funding requirements and client preferences.
• Tracking fill rates, cancellations, broker usage and travel, and stepping in early when results drift.
• Planning rosters by location to reduce travel time while protecting continuity of care.
• Managing urgent and short notice service changes calmly and accurately.
• Reporting on budgets, workforce gaps and service trends to the Manager, Customer Service & Intake.
• Improving systems, workflows and service quality alongside leaders across the organisation.

Connaissances

Team leadership

Rostering

Scheduling

Customer service

Data analysis

Budget reporting

Formation

Diploma in Business Administration / Community Services

Outils

Electronic rostering systems

Description du poste

Hunter Recruitment Group is proud to partner with ADSSI Limited to find their next Team Leader, Customer Service, based at their Tuggerah office.

For more than 35 years, ADSSI has supported people across the Hunter and Central Coast to live safely, independently and confidently at home. Through Adssi In home Support, Beresfield Community Care, Dungog & District Neighbourcare and Maitland Community Care Services, they deliver aged care, disability support, nursing, allied health, transport, respite and social support. They are a values driven not for profit and a 2023 X-Ref Best Workplace Award winner.

The opportunity

This is more than a rostering role. You'll lead a busy frontline team where every decision affects clients, families and support workers on the same day. Your focus is simple: the right support reaching the right people at the right time, delivered by ADSSI's own skilled workforce wherever possible.

What you’ll be doing

• Leading, coaching and developing a team of Customer Service Officers
• Overseeing rostering in line with care plans, funding requirements and client preferences
• Tracking fill rates, cancellations, broker usage and travel, and stepping in early when results drift
• Planning rosters by location to reduce travel time while protecting continuity of care
• Managing urgent and short notice service changes calmly and accurately
• Reporting on budgets, workforce gaps and service trends to the Manager, Customer Service & Intake
• Improving systems, workflows and service quality alongside leaders across the organisation

About You

• A Diploma in Business Administration, Community Services or a related field, or equivalent experience
• Experience leading a rostering, scheduling or customer service team in a high volume, complex environment
• Strong analytical and problem solving skills, with the confidence to turn data into practical improvements
• A collaborative, accountable leadership style and genuine customer focus
• Confidence with client management and electronic rostering systems
• A current NSW driver's licence and access to a comprehensively insured vehicle
• Aged care or disability experience, and knowledge of Support at Home and NDIS, highly regarded

Why Join ADSSI?

At ADSSI, they know their people are their greatest strength, and they invest in creating a workplace where you can grow, feel supported, and do meaningful work every day.

Benefits include:

• Up to $15,900 tax-free salary packaging annually
• Additional $2,600 meal & entertainment card
• Flexible working arrangements
• Ongoing learning, development and career progression opportunities
• Employee Assistance Program (EAP)
• Paid ADSSI Day each year
• Supportive leadership and genuinely collaborative culture
• Opportunity to make a meaningful impact in your local community

Applications close Saturday 30 October 2026.

ADSSI supports diversity and inclusion across all of its workplaces and acknowledges the Darkinjung, Wonnarua, Awabakal and Gringai peoples, the Traditional Custodians of the lands on which it works.