Support Partner Team Lead

2 weeks ago

Brisbane, Queensland, Australia Mable Full time
About the Role

We are seeking a highly skilled and experienced Support Partner Team Lead to join our Customer Support team at Mable. As a key member of our team, you will be responsible for leading the delivery of high-quality support and experience to our customers.

Key Responsibilities
  • Lead the Support Partners (up to 10 direct reports) and provide immediate supervision for day-to-day requirements.
  • Supervise, coach, and mentor direct reports to ensure a high-performing team environment that develops team members to their full potential.
  • Deliver a high standard of employee experience through a leadership approach that promotes our inclusive culture, vision, and values.
  • Be a primary point of escalation for complex queries.
  • Undertake a collaborative and goal-oriented approach with the Support Partners to develop and update support plans with customers.
  • Maintain oversight over Support Partner work to deliver desired customer outcomes and respond in a timely and effective manner to changes in their circumstances and support needs.
  • Uphold and deliver on service requirements in accordance with the Aged Care Act and Aged Care Quality Standards.
  • Support the Support Partner Manager in day-to-day operational management of the Support Partner Team.
  • Participate in, contribute to, and implement quality improvement and risk management into all aspects of service, including policies and standard operating procedures.
  • Engage with and collaborate with cross-functional teams to achieve customer and organization goals.
Requirements
  • Tertiary qualifications in a relevant field.
  • Demonstrated experience in Home and Community Care, ideally with Aged Care experience.
  • Knowledge of Health or Community Aged Care Services or Home Care or Disability Services.
  • Strong communication skills and customer service focus.
  • Well-developed understanding and delivery of support and case management experience in a complex Aged Care or Disability environment.
  • Experience at mentoring and educating teams.
  • Experience at coaching individuals and teams for success.
  • Demonstrated skills in dispute resolution, including complaints, critical thinking, time management, and decision-making at a supervisor level.
About Us

Mable is a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach. We are an approved provider that specializes in self-management, partnering with our customers to create unique support plans that meet their needs and optimize their funds. Our approach is simple and keeps people in control of their package, funding, and support.

We are an efficient, contemporary, and customer-focused business that works in a supportive, family-friendly working environment. We value diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

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