Emotional Support Services Director

5 days ago

Sydney, New South Wales, Australia beBeeCompassionate Full time $90,000 - $120,000

About InvoCare

Our mission is to provide high-quality support to families during life's most difficult moments.

We operate funeral, memorial, and cremation services across Australia, New Zealand, and Singapore.

The National Customer Care Centre is our first point of contact for families in need.

We provide care, support, and assistance to ensure families receive exceptional care and support.

This role is central to our mission of easing the burden on families when they need it most.

Your responsibilities will include:

- Leading a close-knit team of 20+ customer service specialists.

- Managing complex and emotional customer interactions.

- Planning work schedules and ensuring adequate coverage.

- Coaching your team to provide empathetic communication.

- Developing strategies to motivate your team and enhance customer satisfaction.

- Ensuring the team consistently represents our values of compassion and care.

This role requires resilience, as you'll deal with grief, trauma, and highly sensitive conversations.

You'll guide your team through calls involving:

- Funeral arrangements: assisting families in planning and arranging services.

- Bereavement support: responding to emotional inquiries and providing comfort.

- Service information: answering questions about memorials and burial options.

- Emergency situations: handling urgent requests with professionalism and empathy.

- Customer escalations: addressing concerns or complaints.

We are seeking a compassionate leader who possesses:

- Strong leadership skills with experience leading teams in a service-focused setting.

- Resilience and emotional intelligence to navigate sensitive situations.

- Customer service excellence, particularly in high-pressure circumstances.

- A passion for coaching and motivating teams.

- Adaptability to work across multiple brands and regions.

At InvoCare, we provide a meaningful career with opportunities for growth and development.

You'll benefit from ongoing training and support to develop your leadership skills.

We value respect, diversity, and inclusion in our workplace culture.

This position is for someone who is deeply compassionate and thrives in challenging situations.

If you want to make a tangible impact on families and communities, this is the role for you.

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