Customer Care Team Leader - Home and Community Services
- Hunters Hill, NSW
- $48.00 per hour
- Permanent
- Full-time
- Location - Hunters Hill
- Competitive hourly rate - from $48 per hour based on experience (plus superannuation)
- Not for profit employer, so you pay less tax!
- Grow your career with a mission driven, values based organisation
- Providing day-to-day management and support to the Customer Care Team to deliver high quality and timely service to our Home & Community Services clients
- Building the skills, knowledge and competency of the Customer Care team to ensure a consistent level of performance is met and client queries are resolved on first contact.
- Acting as a point of contact for any escalated calls and enquiries and providing solutions to resolve issues.
- Promoting Home and Community services and products, ensuring all team members have a clear and consistent understanding of the product offerings.
- Ensuring accuracy and timely update of information in Home and Community systems including, but not limited to, Client Relationship Management system.
- Facilitating regular team meetings to share feedback on the team’s performance and provide coaching and training to improve performance as required.
- Role modelling Catholic Healthcare values and being an active member of the service delivery leadership team
- Coaching, supervising and mentoring Customer Care Team ensuring exceptional customer experience
- Promoting teamwork, cooperation and collaboration between Customer Care Team and other Service Delivery Team and Regions.
- Developing Individual Performance Plans based on annual Performance Development Discussions for team members to ensure achievement of key performance indicators.
- Collaborating with regional teams including Care Advisors, Community Worker Team Leaders, Business Managers and Regional Managers
- Demonstrated experience in customer service and/or care environment, ideally in a call centre environment
- Demonstrated experience in motivating and leading staff
- Demonstrated experience working effectively with various systems and technology including client relationship management systems.
- Digital literacy with PC based applications (Word, Excel, Email, Internet, database)
- Excellent written and oral communication skills
- Excellent planning, prioritising and organising skills in relation to a variable workload
- Ability to maintain professionalism and confidentiality
- Ability to work independently and as part of a multi-disciplinary team
- Positive attitude, creative and solution focused/resilient approach
- Competitive salary - from $48 per hour + superannuation
- Not-for-profit tax benefits so you pay less tax
- Fitness Passport discounted gym benefits
- Paid Parental leave
- Paid Family leave, additional 6 days
- Long Service leave after 5 years
- A values-based organisation that welcomes applicants from all faiths and backgrounds