Healthcare Customer Service Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $100,000 - $130,000

We are seeking a Customer Service Team Leader to join our team at our Eastern Creek, NSW facility. This is a newly created position that will have up to 5 direct reports.

The Customer Service Team Leader is responsible for leading a team in the delivery of high-quality service across a portfolio of customers. The role ensures patients and caregivers receive timely, accurate, and empathetic support during critical stages of their care journey. You will act as the primary liaison between customer service, homecare, and the customer's service team.

Key responsibilities include:

  • Deliver empathetic, professional support to patients, caregivers, and healthcare professionals across national healthcare accounts.
  • Oversee accurate order processing and ensure timely deliveries, proactively managing communication to minimize service disruptions and patient impact.
  • Manage complex or escalated service issues, complaints, and claims with urgency and care; ensure appropriate escalation pathways are followed when required.
  • Build and maintain knowledge of nutrition products, empowering the team to confidently assist with enquiries and product recommendations.
  • Utilize systems to oversee customer management, order tracking, and ensure compliance with documentation standards.
  • Ensure the team maintains accurate, compliant records in alignment with Good Documentation Practice and healthcare regulations.

To be successful in this role, you will need:

  • Strong communication and interpersonal skills with the ability to engage professionally and compassionately across multiple channels.
  • Proficiency in ERP and CRM systems; experience with SAP or Salesforce is highly regarded.
  • High-level computer literacy, including Microsoft Office.
  • Proven leadership in customer service within healthcare or logistics.
  • Detail-oriented with oversight of accurate order processing and documentation.
  • Committed to continuous learning and coaching product knowledge in the team.

About us

Toll is a global logistics provider with a proud history of delivering exceptional customer service. Our people are our greatest asset, and we offer a range of benefits to support their growth and well-being. We value diversity, inclusion, and authenticity in our workplace and strive to create a culture where everyone feels welcome and empowered to succeed.

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