Client Support Team Leader

3 weeks ago

Darra, Australia Northcott Full time

Are you an experienced frontline leader able to mentor and support?
- Lead a highly motivated, client focussed team
- $83,346 per annum + super + sal pack to increase your take home pay

**Montrose offer this rare opportunity for an experienced frontline leader to mentor and support our well established team of client service professionals. This is a full time opportunity, based in Darra.**

**About the team**

The Client Support Team are central point of contact for Montrose clients, families and staff. The team as a whole manage new enquiries, new client onboarding, setting up Welcome Assessments, and allocating to the correct geographical teams, in order to provide services in the most efficient way.

The team have a strong client focus, and work together to provide the best support for clients and staff. They have a strong knowledge of Montrose services and are able to support clients to access the supports they need to achieve their goals.

**About the position**

As the Client Support Team Leader, you will provide daily support to the Client Support Team to ensure coverage to all areas of the Montrose business. You will lead a team who are client focussed and who work with our clients to build strong relationships in order to understand their goals and needs, to ensure that the services that they receive will best support them to achieve their goals.

You will model exceptional customer service, and set the standard for customer service across the Client Support Team. Your key focus will be on establishing client services and ensuring continuity of services for clients, through ensuring positive onboarding experiences and ensuring current service agreements are maintained in line with client and organisational needs.

You will undertake and facilitate training with your team as well as facilitate regular team meetings, including with managers and coordinators across the business.

You will ensure your team are up-to-date with any new systems and processes, and that they remain focused on achieving their KPI’s. You will be confident with monitoring of team performance, and undertaking performance management coaching if required.

You will also work with internal stakeholders, including Coordinators and Managers across the business, to ensure that your team is working towards the same goals.
- ** **Ability to lead and inspire a team of staff to deliver high quality and efficient services
- Ability to guide, mentor, direct and manage staff performance
- Ability to exercise sound judgement and provision of timely advice and reporting to Management
- Strong relationship and people management skills
- Ability to communicate effectively with all internal and external stakeholders with awareness and sensitivity to different cultures and disabilities
- Excellent interpersonal, communication and customer service skills (internal and external) with a can-do attitude.
- Applies attention to detail in delivering work outcomes.
- Excellent time management and the ability to reprioritise work to deliver outcomes.
- Ability to work autonomously and/or within a team environment.
- Be flexible and adaptable in your work.
- Exceptional knowledge in MS Office Suite and demonstrated experience using databases similar to client management systems.
- Current ‘C’ class Australian driver’s license.
- Hold a working with children check (blue card) and have completed NDIS Worker Screening.
- Be an Australian or NZ Citizen or Permanent Resident, or have a relevant visa.
- Certificate of completion for the NDIS Worker Orientation Module.
- Certificate of completion COVID-19 Infection Control Training

***You will meet the following essential criteria**:

- ** **2 years+ experience in account management, customer management or equivalent health or disability services experience
- Experience providing supervision and support to frontline professionals
- Extensive experience working with people with a disability
- Experience in connecting and building working relationships with local community and stakeholders;
- strong knowledge or understanding of the National Disability Services
- Standards and National Disability Insurance Scheme (NDIS)
- Proven organisational skills with demonstrated ability to multi task and manage time.

***Benefits at Montrose**
- You will be joining a highly committed and motivated leadership group within south east QLD and interstate.
- We have a family friendly hybrid model workplace with flexible hours for staff to manage your home and work lives effectively. _Talk to us about what flexibility means for you _
- 5 weeks paid annual leave and additional paid parental leave (pro rata).
- Multiple employee benefits, such as discounted gym & health fund membership, discounted motor vehicle services and entertainment cards.
- Novated Lease Arrangement for vehicle if desired.
- Salary Packaging is available to help boost your take home pay (pay less tax). _Contact us if you would like a 1 on 1 consult

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