Customer Care Team Leader

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About the role
As the Customer Care Team Leader at Keystone Healthcare, you will play a crucial role in our operations team, overseeing the delivery and collection of rental equipment from Hospitals and Aged Care facilities. This fast-paced position works closely with all Customer Care and Administrative Team members and requires effective collaboration across the wider business to ensure seamless service delivery.

What you'll be doing
Reporting directly to the Service and Logistics Manager our Customer Care Team Leaderwill:

Support and coordinate the Customer Care Team by scheduling shifts and ensuring coverage 365 days a year, providing hands on support to ensure uninterrupted service.

Effectively manage the team's performance,provide coaching and feedback to drive continuous improvement and to ensure exceptional customer service is maintained.

Identify opportunities andimplement solutions, policies and procedures that enhance the delivery process and customer experience.

Assist with staff recruitment and conduct comprehensive training programs for new and existing staff members.

Ensure the efficient servicing and maintenance of permanent rental equipment, working closely with account managers, facility and ward staff in replacement of long-term rental equipment.

Build and maintain positive relationships with key staff at facilities to ensure our services meet their needs.

Monitor stock levels, including consignment stock, providing informed recommendations to the Service and Logistics Manager.

What we're looking for

Minimum 3 years of experience in similar Supervisory or Team Leader role, with demonstrated passion for exceptional customer service and commitment to continuous improvement.

Ability to manage, coach or mentor staff, including experience with performance management when necessary.

Demonstrated mechanical aptitude, strong attention to detail and a persistent drive to meet and exceed business targets and KPIs.

Excellent communication and interpersonal skills, coupled with the ability to quickly establish and maintain strong professional relationships with staff & customers.

A strategic thinker with strong analytical and problem-solving skills.

Proficient in Microsoft Office Suite and experience in using an online stock management portal is desirable.

What we offer
At Keystone Healthcare, we are committed to supporting our employees and providing a positive and rewarding work environment. We offer:

A genuinely supportive and inclusive team environment.

Opportunities for career development and growth

What's required
Unrestricted Australian Drivers licence | Ability to travel to various locations across Melbourne, Geelong, and Regional VIC | Proof of up-to-date Covid-19 & Flu Vaccination is required. Or approved medical exemption.

About us
Keystone Healthcare are committed to providing proactive and tailored patient care solutions and is a leading Australian provider of medical equipment and support services, catering to major Hospitals and Aged Care facilities.

Our relentless pursuit of innovation and our passion for people helps us champion higher standards of care throughout the industry.

If you are excited about this opportunity and want to be part of our growing team, please apply now

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Your application will include the following questions:Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Customer Care Team Leader? Do you have a current Australian driver's licence? Which of the following statements best describes your Covid-19 vaccination status? How many years' experience do you have as a site supervisor? Do you have experience working towards targets and KPIs? How many years' experience do you have in the healthcare services industry? Do you have experience preparing work rosters?

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

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