Customer Care Team Leader

2 days ago

Melbourne, Australia McMillan Shakespeare Full time

Are you ready to lead a dynamic team making a difference in the lives of people with disabilities? We're seeking an experienced and passionate Customer Care Team Leader to oversee and inspire our Customer Care Team in delivering exceptional service and support nationwide.

About the Role

The National Disability Insurance Scheme (NDIS) provides essential support to people living with disabilities. Our Customer Care Teams, based across Australia, manage enquiries from customers and service providers, ensuring quality service, education, and smooth onboarding for NDIS participants.

The Customer Care Team Leader is a vital role, overseeing team operations and ensuring exceptional service delivery through phone, Live Chat, and administrative support. You'll lead your team to resolve enquiries efficiently, foster strong relationships with stakeholders, and contribute to continuous improvement in our processes. Working closely with Operations Managers, you’ll ensure daily KPI targets align with broader operational strategies.

Key Responsibilities:
Operational Leadership
- Manage the Customer Care Team to meet performance and behavioral KPIs.
- Oversee workflows, including telephony, live chat, and administrative activities, ensuring efficient task allocation and productivity.
- Provide technical support (Salesforce, NDIA Portal) and act as the escalation point for complex enquiries.
- Monitor trends in enquiries and administration to identify improvements and training opportunities.

Continuous Improvement
- Analyse reporting data to drive efficiency and address performance concerns.
- Propose and implement process improvements to enhance service delivery.

People Leadership
- Mentor, coach, and guide team members, conducting regular one-on-ones and performance reviews.

Your Skills and Experience
- Proven ability to deliver high-quality customer service with a commercial focus.
- Strong problem-solving and decision-making skills.
- Exceptional communication skills, both written and verbal.
- Ability to work with diverse people and adapt to changing environments.
- Experience in workforce planning, technical systems (e.g., Salesforce), and risk management.
- Proven leadership experience in a customer-focused environment.

Our Values
- Customer Always: Committed to delivering exceptional service.
- Everyone Matters: Creating an inclusive and respectful workplace.
- Strive for Greatness: Embracing challenges with a proactive attitude.
- Better Together: Building a collaborative and motivated team.
- Commercial Accountability: Balancing customer outcomes with operational realities.

What we can offer you:
- Novated leasing benefits and discounts- 12 weeks paid parental leave and access to our Parents Portal- Comprehensive learning and development opportunities to support your career growth- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund- Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

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