Administrative Team Lead

2 days ago

Narrabeen, New South Wales, Australia RSL Lifecare Full time
About the Role

We are seeking an experienced Administrative Team Lead to join our team at RSL LifeCare's flagship, ANZAC Village, Narrabeen. As a key member of our administration team, you will be responsible for ensuring a high-quality customer service experience for residents, visitors, and employees.

The successful candidate will have a strong background in administration, with experience in a front-facing customer service role. You will be responsible for managing and overseeing tasks and responsibilities of the reception team, allocating tasks, and providing first-point escalation for queries and complaints.

You will also be responsible for ownership of service quality and customer service, ensuring adherence to processes and procedures by the team, and rostering of shifts and breaks. Additionally, you will be responsible for resolving minor staff issues prior to escalation to the manager.

Key Responsibilities
  • Manage and oversee tasks and responsibilities of the reception team
  • Allocate tasks and prioritize workload
  • Provide first-point escalation for queries and complaints
  • Own service quality and customer service
  • Ensure adherence to processes and procedures by the team
  • Roster shifts and breaks
  • Resolve minor staff issues prior to escalation to the manager
Requirements
  • Experienced Administration Team Lead in Aged Care or a similar Health Care organisation
  • Experience in a front-facing customer service role
  • Experience in prioritising and allocating tasks and supporting a team
  • High level administration, organisational skills, and attention to detail
  • Ability to work autonomously as well as part of a team
  • Ability to efficiently respond to inbound calls and emails as well as in-person enquiries
  • Outstanding customer service and communication skills along with written and verbal skills
  • Resilience and ability to manage complaints and problem solve
  • Above average computer literacy, in particular Microsoft Office and experience in CRM systems
What We Offer
  • Not-for-profit tax benefits - salary packaging of up to $15,900 per year
  • Staff discounts across 700 select retail stores through Maxxia Rewards
  • Leave Loading - 17.5% pay top up on paid leave
  • Career opportunities across Residential Care homes and Community Services

RSL LifeCare is a social purpose organisation, providing leading aged care, retirement living, and veteran support services centred on making the significant transitions in life meaningful for veterans, seniors, and their families.

We welcome and encourage applications from people across our diverse community, especially from Veterans, current serving ADF personnel, their families, and Aboriginal and Torres Strait Islander applicants.

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