Team Lead – Customer Service
Core
Lead a team of Care Partners delivering self-managed Support at Home services for older Australians while managing a personal client portfolio.
Role type
Senior Team Lead (Customer Service / Aged Care Operations)
Builds
Self-managed Support at Home care services
Domain
Aged care / Community services
Deliverable
client delivery
Required skills
Team leadership and coaching, Performance management, Client experience management, Conflict resolution, Operational data analysis, CRM and digital systems proficiency
Preferred skills
Aged care or healthcare industry experience, Knowledge of Support at Home program or aged care legislation
Responsibilities
Coach and develop a team of ~10 Care Partners, Manage personal portfolio of Support at Home clients, Resolve complex and sensitive client escalations, Monitor operational data to identify performance trends, Drive continuous improvement in workflows and processes
Seniority
Senior, hands-on IC with people leadership focus
