Collections Team Leader

About the role

As Collections Team Leader at HomeMade, you’ll play a pivotal role in ensuring smooth, accurate, and timely management of customer accounts while keeping compliance front of mind.

You’ll lead and support the Collections team, providing hands‑on guidance, real‑time coaching, and quality oversight to help your team succeed.

In this role, you’ll help maintain high standards of accuracy, operational efficiency, and customer experience within our Customer Finance function, making a real impact on both the team and the customers we serve.

Key Responsibilities

Team Support & Leadership

- Act as the first point of contact for Collections Specialists regarding day‑to‑day queries, complex cases, and customer escalations.

- Provide on‑the‑job coaching, feedback, and support to build team capability and confidence.

- Conduct quality checks and audits to ensure adherence to financial accuracy, compliance, and policy requirements.

- Support the Head of Finance by workflow management, workload balancing, and meeting operational targets.

- Encourage a positive, collaborative, and high‑performing team culture that aligns with HomeMade’s values.

- Identify skill gaps and contribute to training and development initiatives for the team.

Customer Account Management

- Manage a portfolio of customer accounts, ensuring accurate account setup and the effective operation of direct debit arrangements in line with government regulations.

- Handle escalated or complex customer queries with empathy and problem‑solving focus.

- Support customers with questions or concerns related to their account and any outstanding debt enquiries.

- Monitor and report on unpaid contributions or outstanding balances, supporting recovery efforts where required.

Quality, Compliance & Process Improvement

- Monitor performance metrics and contribute to continuous improvement in accuracy, turnaround times, and customer satisfaction.

- Identify process inefficiencies and contribute to developing and implementing improvements.

- Ensure adherence to relevant financial, regulatory, and organisational policies.

- Support the Head of Finance in implementing and embedding process or system changes.

Collaboration & Cross‑Functional Partnership

- Work closely with the Support Partner, Service & Support, and Customer Operations teams to resolve issues impacting customer accounts.

- Provide insights and feedback to the Head of Finance and Senior leadership on trends, risks, and opportunities for improvement.

- Participate in cross‑functional initiatives or projects to improve the end‑to‑end customer and funding experience.

Skills, Knowledge, and Experience

- Previous experience in a team lead or mentoring role within a finance or collections team.

- Understanding of aged care or health funding frameworks and relevant government regulations.

- Experience in collections, accounts receivable/payable, or customer finance within a complex, high‑volume environment.

- Strong understanding of financial reconciliation, invoicing, and compliance requirements.

- Proven ability to handle complex or escalated customer cases with professionalism and empathy.

- Experience leading or supporting process improvement.

- Excellent communication and interpersonal skills, with an ability to coach and support others.

- High attention to detail, analytical thinking, and problem‑solving skills.

- Strong organisational and time management abilities, with the capacity to prioritise competing demands.

- Proficiency with financial systems and reporting tools (e.g., PRODA, CRM platforms).

- Knowledge of the Aged Care Act and Aged Care Quality Standards (or ability to acquire quickly).

The values we live by

Put People First 🫶🏼

People and relationships matter most.

Foster Freedom 🪁

Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.

Do The Right Thing 💖

Be fair, honest, open, ethical, and transparent.

Be Bold 💡

With a vision to imagine and create a brighter future.

Our benefits

Power your career ⚡️

Learn from industry experts, experienced leaders, and on‑the‑job opportunities.

Access parental leave 👶

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

Work with flexibility 🏠

We’re a hybrid workplace, balancing time in the office with remote work.

Flexi Leave Days 🌴

Get one extra paid leave day per quarter for what makes you happy.

Take a floating public holiday 🫶🏾

Acknowledge a significant day your way with family and friends.

Be rewarded 🏆

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

We are one

As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation

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