Team Leader

**Why join AFFORD?**
- Not for profit salary packaging available of up to $15,900 NFP.
- Access to Afford Rewards which entitles you to discounts on a range of products and services.
- Discounted gym memberships nationwide (Fitness Passport).
- Ongoing paid training and professional development.

**About the role**:
This role will motivate and drive a team of Support Centre Officers to ensure exceptional customer service, high-quality responses to enquiries, nurturing of potential client leads, thorough and timely client intake documentation and Service Agreement updates, and that performance metrics of the Support Centre are met or exceeded.

**Key Responsibilities**:

- Maintain a thorough knowledge of information resources and Afford operating practices and procedures to provide accurate, effective, and high-quality customer service.
- Ensure customer satisfaction is a priority and is monitored through customer feedback.
- Respond to inbound phone, digital and chat enquiries from external and internal stakeholders.
- Conduct outbound phone calls and return digital communications with accurate, detailed information, in a timely manner and with consistency in professional service.
- Establish and understand individual’s eligibility - Understanding of funding provisions and/or prospective client’s NDIS plan.
- Ensure that performance metrics such as response times, call quality, lead conversions and customer satisfaction are consistently met or exceeded.
- Oversee the centralised commencement and maintenance of client Service Agreements.
- Supervise the Support Centre team, ensuring that employees are appropriately and adequately recruited, trained, and assisted to deliver the highest quality customer experience.
- Ensure positive brand and values representation, as this role has direct control and influence over customer perceptions of Afford through the relationship being developed at the first point of contact.

**Essential Criteria**:

- Relevant qualifications in management, disability, or related field.
- Demonstrated ability and experience in coaching/leading a team to meet its goals while they maintain enthusiasm and high levels of motivation.
- Proficiency in the use of computer systems and software, including Microsoft office and Customer Relationship Management (CRM) systems.
- Outstanding communication and interpersonal skills with the ability to quickly build rapport and establish relationships with anyone.
- Excellent time management and organisational skills.
- Be willing to provide update to date Covid vaccination certificate or medical exemption

**Desirable Criteria**:

- Demonstrated experience in a contact centre or client services role.
- Experience and skills in monitoring budgets and reporting requirements for individual client service delivery arrangements.
- Skills, experience and demonstrated capability in case management, care coordination, capacity-building, and skills development with people with disabilities.
- Demonstrated in depth knowledge and understanding of the National Disability Insurance Scheme (NDIS) and Disability Employment Services (DES).
- Experience using interpreters and disability accessible language to communicate to people with a range of communication abilities.

**About Australian Foundation for Disability (Afford)**

Our Vision is to provide innovative and flexible high-quality support that will genuinely enhance the lives of people with disabilities, their families and carers.

Afford is a recognised employer and our employees enjoy a range of benefits including;
- Ongoing professional development and paid training
- Fun and supportive workplace culture
- Not for profit salary packaging, and discounts on a range of products and services including gym memberships.

Afford is an Equal Opportunity Employer - we support and celebrate diversity and do not discriminate. We are for all people, regardless of difference, and know that the more inclusive we are the stronger our work culture and the better our service delivery will be. All employment is decided on the basis of qualifications, experience, merit and business need.