Gm of Contact Centre

2 months ago

Melbourne, Australia Australian Unity Full time

**Join Our Team as GM of Contact Centre - Sales, Service, and Customer Retention**

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive.

It’s an exciting time to be joining Australian Unity - we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Our Opportunity**:
The GM of Contact Centre - Sales, Service, and Customer Retention will lead the establishment and sustainable growth of the Health Concierge (contact centre) function and set the platform on a path of integrating and streamlining disconnected activities to support the changing demands and needs of customers. This includes creating efficiencies in the way we engage with the customer and utilising systems and data to develop, deliver, and continuously improve quality and safe delivery of care that underpins the achievement of customer outcomes while ensuring all Australian Unity and regulatory frameworks are adhered to.

Key Responsibilities:

- Transition and steer today’s workforce to a centrally managed health concierge function that delivers a best practice and scalable operation, while maintaining local connection and sense of community at the core.
- Assess, evaluate, and optimise existing processes to ensure they are aligned with the organisation’s strategic goals and objectives.
- Embed an operationally sustainable system to listen, learn, and respond to customer and employee feedback.
- Collaborate with cross-functional teams to ensure a seamless customer journey and holistic view of the customer.
- Partner and collaborate across business unit functions to deliver on key strategic growth initiatives.

**About You**:
To be successful in this role, you will bring the following experience and skill set.
- You will have extensive experience in similar roles managing teams supporting the delivery of products and services to customers.
- Proven contact centre leadership at a senior level (this role has up to 5 direct reports and 200 indirect) is a must.
- Experience in designing and implementing operating models and frameworks (contact centre).
- Extensive experience managing growth and sales initiatives in a highly competitive environment.
- Strong transformation skill set with expertise in large contact centre operations.
- Strategic and design thinking abilities with a customer-centric approach.
- Sales focus with the ability to pitch holistic integrated home health care.
- Keen digital mindset and data-driven decision-making abilities.
- High energy, adaptability, and readiness for challenges.

**What’s on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby program
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: Australian Unity Careers

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