Health Concierge Team Leader - Customer Support
Key Skills for This Role
Full Job Posting
Your New Role
Join us as our Health Concierge Team Leader - Customer Support and play a pivotal role in leading a customer-focused team committed to delivering exceptional service. You will oversee day-to-day operations, drive continuous improvement initiatives, enhance the customer experience, and support the development and performance of your team.
Based at our Clayton office, this is a full-time position requiring proven experience leading a team within a contact centre or call centre environment. Following successful completion of probation, you'll enjoy hybrid working arrangements , with the flexibility to work from home two days per week .
Within this role you will also:
Proactively engage with team members to monitor performance, understand skills and competence, and identify areas for development
Identify and adopt process improvement opportunities as well as implement scripts and processes that support consistency of experience and drive down average handling times
Conduct call recording quality checks, identifying opportunities for coaching and improvement
Analyse complex business problems, develop, and implement solutions, and optimise systems to meet changing business needs
Reporting of risks associated with customers
Manage daily operations and continuous improvement activities to improve overall function and compliance requirements
Actively contribute to the design, delivery and adoption of system-based tools and lead the implementation of processes and procedures that embed consistent ways of working
Monitor the quality of customer data to ensure compliance with all regulatory obligations
About you
Call centre experience as a Team Leader is essential
Sound working knowledge of funding instruments and regulations associated with in-home/community care services is advantageous
Customer focused with ability to engage and develop others
Experience working in a fast paced environment
Excellent verbal and written communication skills combined with demonstrated ability to engage with a frontline workforce using various communication channels
Knowledge of digital tools, such as Genesys and Salesforce
Benefits & Perks
- Flexible Working Arrangements
- Extra leave benefits, including Wellbeing, Community, and Deep Listening days each year
- Fitness Passport – discounted access to gyms and fitness facilities
- Exclusive employee discounts across Australian Unity products, travel, and accommodation
- Novated leasing – salary package a new car through Maxxia or Flare Cars and save on tax
- If you're ready to make a meaningful impact on healthcare delivery and drive team excellence, please apply to the role and we will get in touch with you .
- Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan
Requirements
- Call centre experience as a Team Leader is essential
- Sound working knowledge of funding instruments and regulations associated with in-home/community care services is advantageous
- Customer focused with ability to engage and develop others
- Experience working in a fast paced environment
- Excellent verbal and written communication skills combined with demonstrated ability to engage with a frontline workforce using various communication channels
- Knowledge of digital tools, such as Genesys and Salesforce
About Australian Unity
Member-owned Australian wellbeing company providing health insurance, home care, aged care, wealth and community services.
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