Customer Care Team Leader

2 weeks ago

Hunters Hill, Australia Catholic Healthcare Full time
Overview

Join to apply for the Customer Care Team Leader - Home and Community Services role at Catholic Healthcare.

Location

Hunters Hill, Sydney

Responsibilities
  • 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 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
Qualifications
  • 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
What We Can Offer You
  • 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

Catholic Healthcare acknowledges the Traditional Owners and Custodians of the lands on which we live, work and dream. We pay our respects to their Indigenous Elders past and present, for they hold the traditions, culture, and hopes of their people as we journey towards reconciliation. We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability.

Hello Recruitment Agencies, thanks for thinking of us. Right now, we're looking to fill this opportunity directly so if we do need your assistance we'll be in touch.


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