Customer Care Team Leader

Discover a career where care goes both ways
- Location - Hunters Hill
- Competitive hourly rate - from $48 per hour based on experience (plus superannuation)
- Not for profit employer, so you pay less tax
- Grow your career with a mission driven, values based organisation

Exciting things are happening at Catholic Healthcare We are celebrating 30 years of providing care and we now have 5500+ employees working with us. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities.
We are looking for a highly motivated Customer Care Team Leader to lead our extremely busy Home & Community Services team based in Hunters Hill, Sydney. The Customer Care Team are at the heart of Catholic Healthcare and are responsible for providing a superior customer experience to our clients.
**Within this role you’ll be responsible for**:

- Providing day-to-day management and support to the Customer Care Team to deliver high quality and timely service to our Home & Community Services clients
- Building the skills, knowledge and competency of the Customer Care team to ensure a consistent level of performance is met and client queries are resolved on first contact.
- Acting as a point of contact for any escalated calls and enquiries and providing solutions to resolve issues.
- Promoting Home and Community services and products, ensuring all team members have a clear and consistent understanding of the product offerings.
- Ensuring accuracy and timely update of information in Home and Community systems including, but not limited to, Client Relationship Management system.
- Facilitating regular team meetings to share feedback on the team’s performance and provide coaching and training to improve performance as required.
- Role modelling Catholic Healthcare values and being an active member of the service delivery leadership team
- Coaching, supervising and mentoring Customer Care Team ensuring exceptional customer experience
- Promoting teamwork, cooperation and collaboration between Customer Care Team and other Service Delivery Team and Regions.
- Developing Individual Performance Plans based on annual Performance Development Discussions for team members to ensure achievement of key performance indicators.
- Collaborating with regional teams including Care Advisors, Community Worker Team Leaders, Business Managers and Regional Managers

**To be successful in this role you’ll need**:

- Demonstrated experience in customer service and/or care environment, ideally in a call centre environment
- Demonstrated experience in motivating and leading staff
- Demonstrated experience working effectively with various systems and technology including client relationship management systems.
- Excellent written and oral communication skills
- Excellent planning, prioritising and organising skills in relation to a variable workload
- Ability to maintain professionalism and confidentiality
- Ability to work independently and as part of a multi-disciplinary team
- Positive attitude, creative and solution focused/resilient approach

What we can offer you
- Competitive salary - from $48 per hour + superannuation
- Not-for-profit tax benefits so you pay less tax
- Fitness Passport discounted gym benefits
- Paid Parental leave
- Paid Family leave, additional 6 days
- Long Service leave after 5 years
- A values-based organisation that welcomes applicants from all faiths and backgrounds

We know you have many choices of employer - choose Catholic Healthcare where you can make a positive impact and be well rewarded.
Hello Recruitment Agencies, thanks for thinking of us. Right now, we’re looking to fill this opportunity directly so if we do need your assistance we’ll be in touch.