Homecare and Health Welcome Team Leader

4 months ago

Mile End, Australia ACH Group Full time

ACH Group is dedicated to providing exceptional care and services that empower individuals to live independently. We are seeking a dynamic Welcome Team Leader to guide our Welcome Team Consultants in delivering outstanding customer experiences.
**Key Responsibilities**:

- Leadership & Training: Provide leadership, training, and support to the Welcome Team Consultants, enabling them to deliver exceptional customer experiences and drive customer acquisition. Contribute to developing and implementing processes that ensure efficient and effective work practices.
- Customer Experience: Lead by example to deliver a 10/10 customer experience, drive improvements, and increase customer satisfaction. Handle new customer inquiries, assist customers in navigating the aged care system, and follow up to maximize service uptake.
- Service Navigation: Provide seamless, solution-focused customer interactions. Connect customers to appropriate services and maintain accurate records.
- Customer Sign-Ups: Sign up both existing and prospective customers to Home Care Packages, either over the phone or in person.
- Referral Concierge: Manage Home Care waitlists, liaise with external stakeholders, and guide customers in accessing services that promote independence.
- Connection to Services: Foster strong relationships with internal teams to ensure quality control and seamless service delivery.
- Business Engagement: Support business development activities and contribute to solutions that align with organizational goals.

**We are looking for a passionate and dedicated individual who**:

- Is Customer-Centric: You have a strong commitment to delivering exceptional customer service and empowering customers to make informed decisions about their care.
- Has Leadership Skills: You are experienced in leading, coaching, and supporting a team to achieve high levels of performance and customer satisfaction.
- Is Solution-Oriented: You possess strong problem-solving skills, with the ability to navigate challenges and deliver seamless customer experiences.
- Has Sales or Solution Selling Experience: You have a proven track record in solution selling, with the ability to effectively promote services that meet customers’ needs and drive customer acquisition.
- Is Experienced in Aged Care: You have knowledge of Consumer Directed Care (CDC) principles and experience in the aged care sector, with a deep understanding of the relevant program guidelines and industry standards.
- Is Detail-Oriented: You excel in documentation, administration, and managing detailed records, ensuring accuracy and compliance with policies and procedures.
- Is Technologically Proficient: You are skilled in using MS Office and customer relationship management systems, with the ability to quickly learn new software.
- Has a Collaborative Spirit: You work well with others, fostering strong relationships with both internal and external stakeholders to achieve common goals.

**What is in it for you**:

- Career development with inhouse upskilling and external learning opportunities
- Friendly and inclusive culture, supporting diversity and employee wellbeing
- Free on-site flu vaccination program
- Financial advice for HESTA members, our preferred superannuation supplier
- Wellbeing program including free employee assistance program
- Recognition program acknowledging significant contributions
- Salary packaging to maximise your take home pay
- Discounted Corporate Membership - Health Insurance - BUPA

ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum for living expenses and $2,650 for meals/entertainment to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted private health).
**How to Apply**: Press 'Apply' now.
ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.
**About ACH Group**:
For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we’re able to create good lives for our customers. With purpose lead roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.

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