Customer Service Team Leader

4 days ago

City of Greater Geelong, Australia Healius Full time

Genomic Diagnostics was the first national genomic testing service to be established in Australia, created to provide consistent clinical oversight, quality, and access to expertise across the country. Genomics is at the forefront of technology, revolutionising biology and healthcare.

Genomic Diagnostics is the national genomics laboratory for Healius Pathology providing comprehensive genomic testing, spanning reproductive health, inherited disease, and pharmacogenomic to an extensive network of public and private hospitals, and community referrers across Australia. Our primary focus is to provide high quality and timely genomic information to assist in diagnosis and clinical decision-making.

An opportunity is now available for an experienced Team Lead to join the Genomics team. The Customer Care Team Leader is responsible for leading and managing a team of individual contributors within the Customer Care Department. This role is responsible for continually monitoring operational activity and ensuring consistent achievement of operational performance.

What will you be doing:

  • Lead, coach, and develop your direct reports to build a high performing team which delivers a market leading Customer Experience.
  • The Team Leader will champion innovation and change, building a culture of continual improvement.
  • Collaborate with Customer Experience Coaches to provide training and learning to direct reports.
  • Actively monitor operational activity, allocate work, and ensure optimum operational performance.
  • Consistently complete quality assurance and auditing providing timely feedback and coaching to team members.
  • Use diverse methods of communication to inform and engage team members.
  • Actively identify and deliver innovation and change opportunities and nurture a culture of continual improvement.
  • Minimise the impacts of change on direct/indirect reports, internal stakeholders and customers.
  • Collaborate with stakeholders to deliver exceptional results for the organisation.
  • Completion of Quality Assurance Auditing.

What Type of Person Will Be Successful

These are the type of attributes & skills you would possess:

About You

  • 3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre, Data Entry/Administration Centre.
  • Exceptional communication, interpersonal, and leadership skills.
  • Ability to build strong relationships with cross-functional teams.
  • Strong internal and external stakeholder management.
  • Passion for customer solutions and a commitment to continuous improvement.
  • Demonstrated strong leadership and coaching experience.
  • Proven ability to drive change across multiple and varied business units/locations/divisions.
  • Highly developed stakeholder engagement and influencing skills.

Benefits, Perks and Wellbeing

As part of working for Healius, you will have access to a range of benefits & perks including:

  • Benefits platform: Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
  • Fitness Passport: Access top fitness centres & pools across Australia at a subsidised rate.
  • Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
  • Career growth and development opportunities: with access to a comprehensive library of online courses and learning paths via our e-learning platform.
  • Confidential health and well-being support: through our Employee Assistance Program, available to all employees and their family members.

Our Commitment to Diversity And Inclusion

Healius Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

Healius is a part of the Commonwealth Government's Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

How To Apply

Please click the 'Apply Now' button to complete the pre-screening questions and submit your application.

Healius is committed to responding to every applicant.

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