Leader of Helpline Service

4 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $75,000 - $90,000

Our organization seeks a dynamic Team Leader to oversee the day-to-day operations of a helpline service.

The ideal candidate will possess strong leadership and clinical skills, with experience in managing high-pressure environments and leading teams.

We are looking for someone who is able to work independently and as part of a team, with excellent communication and problem-solving skills.

The successful candidate will have a tertiary qualification in counselling, psychology or a related field, and at least 3 years' experience in a similar role.

Key Responsibilities:

  • Provide real-time leadership and supervision during 24/7 shift operations
  • Monitor call metrics and maintain service KPIs
  • Delivery line support, training, supervision and professional development for staff
  • Manage clinical risk and uphold best practice service delivery
  • Coordinate recruitment, onboarding and performance management processes
  • Lead continuous improvement and quality assurance initiatives

Essential Skills/Knowledge:

  • Relevant tertiary qualification in counselling, psychology or related field
  • Minimum 3 years' experience in similar role or crisis interventions
  • Demonstrated skills and experience using brief therapies
  • Supervisory and leadership experience
  • Proven experience managing rosters, service KPI's and data integrity
  • High level communication, conflict resolution and coaching skills
  • Proficiency in reporting requirements, CRM / CTI systems and data dashboards
  • Cultural competence and experience working alongside diverse communities

Benefits:

  • Opportunity to lead a team and make a difference in people's lives
  • Chance to work with a dynamic organization that values its employees
  • Competitive salary and benefits package

Demonstrated Behaviours:

  • Ability to work unsupervised and as part of a team
  • Relates well to a range of people with sound listening and problem-solving skills
  • Displays emotional maturity and resilience
  • Dedication to developing strong working relationships
  • Willingness to learn and accept feedback

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