Contact Centre Manager

7 months ago

Adelaide CBD, Australia Jones Radiology Full time

18-month Fixed-Term Contract | Hybrid | Adelaide CBD
- Work-life balance, inclusive work culture and competitive benefits
- Lead a committed team | Innovate & experiment | Drive continuous improvement

**About Us**

Jones Radiology is a doctor-owned and operated practice offering the highest quality diagnostic and interventional radiology services throughout South Australia and Alice Springs. Our highly motivated teams are patient-focused, and we pride ourselves on our values-driven service. At Jones Radiology, we invest in our people, and our commitment to care for others extends to our highly supported teams.

**About the Role**

Reporting to the Chief Operating Officer with handover from the current Contact Centre Manager, this role provides team leadership and management of the Contact Centre services staff members. This role ensures the delivery of timely and accurate patient bookings, patient centred care, and customer service; upholding Jones Radiology brand promise and contributing to the achievement of business goals and targets.

As Contact Centre Manager, you will:

- Ensure the delivery of high-quality and efficient Jones Radiology Contact Centre processes to achieve service and business outcomes.
- Ensure appropriate resourcing, rostering, organisation, and training of Contact Centre staff members to deliver service requirements/outcomes.
- Ensure the Contact Centre staff members deliver the highest levels of customer service and uphold the Jones Radiology brand promise of comprehensive care and uncompromising quality.
- Display strong commitment to developing others through implementing effective educational processes for new staff and providing staff with ongoing feedback and performance coaching as required.
- Understand financial and commercial aspects as they relate to the Contact Centre.
- Participate in an effective, high performing leadership and management team that provides direction, plans, and implements activities and monitors performance.
- Ensure a continuous focus on improving the quality and efficiency of the Contact Centre processes and function.
- Further duties can be found in the Position Description (provided upon request).

**About You**

To be considered for this role, you will demonstrate the following:

- Minimum 2 years’ experience working as a supervisor/team leader in a Radiology Clinic or Contact Centre, preferably in a healthcare environment.
- Demonstrated understanding of multi/omni channel Contact Centre environments.
- Demonstrated ability to engage, support, coach and manage others to achieve results.
- Strong customer service orientation and relationships management ability.
- Demonstrated focus on continuous performance improvement.

**What Jones Radiology Offers You**
- A competitive remuneration package with flexible work options.
- Jones Radiology acknowledges the importance of support parental leave options, with generous paid leave provisions and access to phased return to work.
- The opportunity to join diverse and high performing teams who specialise in what they do, and how they do it.
- A culture of ongoing learning, opportunities for career advancement, continued growth and development.
- A wellness program that includes access to fitness facilities, wellbeing tools and confidential counselling services.
- Bright and contemporary work environments with individualised team cultures and social events to encourage connection and collaboration.
- Practice wide events including an Annual Dinner, Family Picnic, Staff Conference and holiday celebrations.

This is an exciting opportunity for a people-focused and customer-centric leader to play a fundamental role in upholding Jones Radiology's brand promise and contribute to the continuous improvement of the Contact Centre function.

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