Client Service Team Lead

5 months ago

Daleys Point, Australia Home Instead Full time

**We are a leading global brand.**

Home Instead help with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients’ needs and are committed to addressing the individual and national challenges of Australia’s ageing population. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world.

In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it’s personal.

**About this opportunity**

The Client Services Team Lead has responsibility for managing the Scheduling Team for both the Central Coast and Newcastle territories, however you will be based in Daley’s Point. The Client Services Team Lead is a crucial role in Home instead, focused on achieving continuity of care for all clients through the appropriate placement of trained, qualified, and matched CAREGivers, while also coordinating the workload, training, and development of the Scheduling Team.

**Why Join Us?**
- Paid birthday day off after 12 months
- Free Parking close by
- A rewarding career where you can make a positive difference in the lives of seniors and their families.
- Continued learning and development through our learning system and Immersion Program (spend time learning and sharing knowledge with a different role at Home Instead)
- Wellbeing programs and access to our EAP
- A company that recognizes and appreciates the value of the work that you do.
- A fun and supportive team.

**Key Responsibilities**:

- Ensure the Scheduling Team is always resourced to meet the flexible workload generated from ongoing client services across the business.
- Lead and mentor a team of scheduling coordinators to deliver effective schedules for both clients and CAREGivers
- Liaise with other Key Players to ensure the scheduling team can meet the demands of the business, and issues, concerns and successes are shared across business.
- Alert Management Team to any reported issues of concern that affect client care or business reputation.
- Keep up to date with industry-relevant information as applicable to the role and responsibility.
- Perform Annual reviews of all Client Services Officers
- Work with the Operational Specialist on projects that improve the quality and process of scheduling, working with the Leadership and Management Teams to ensure projects are delivered on-time.

**About you**:

- Highly efficient and organised with proven time management skills.
- Great attention to detail and able to follow process.
- Strong typing skills and a smile on the phone
- An effective communicator/listener demonstrated problem solving abilities.
- Self-motivated and outcome orientated, with the capacity to deal with multiple and at times conflicting priorities.
- Strong leadership skills, with experience of leading a team of sales or service personnel.
- Will have previously managed their own Team.

**Australian work rights**

Applicants must have permanent or temporary rights to work in Australia with no restrictions.

**How do I apply?**

Please submit your resume and a cover letter detailing your suitability for this role.

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