Ncc Hub Leader

**About InvoCare
**InvoCare is a leading provider of funeral, memorial, and cremation services across Australia, New Zealand, and Singapore. Our mission is to provide compassionate, high-quality support to families and loved ones during some of life's most difficult moments. We also operate pet cremation services and private memorial parks.

Our National Customer Care Centre is the first point of contact for families in need, providing care, support, and assistance. As a **Customer Care Centre Team Leader **, you will play a pivotal role in guiding a team that embodies compassion, professionalism, and excellence in customer service.

**About the Role**

This is more than a job

it’s a chance to make a meaningful difference. You will lead a team that handles inquiries and requests from families during times of grief, ensuring they receive exceptional care and support. This role is central to our mission of easing the burden on families when they need it most.

Your responsibilities will include:

- Leading and mentoring a close-knit team of 20+ Customer Care Specialists.
- Managing complex and emotional customer interactions, acting as the key escalation point for your team.
- Planning work schedules and ensuring adequate coverage across weekdays and weekends.
- Coaching your team to provide empathetic, clear, and timely communication to families.
- Developing strategies to motivate your team, maintain high morale, and enhance customer satisfaction.Ensuring the team consistently represents InvoCare’s values of compassion and care.

**What You'll Be Supporting**

As a leader in our Customer Care Centre, you’ll guide your team through calls involving:

- **Funeral Arrangements**:Assisting families in planning and arranging services for their loved ones.
- **Bereavement Support**:Responding to emotional inquiries and providing comfort during distressing times.
- **Service Information**:Answering questions about memorials, cremation, and burial options.
- **Emergency Situations**:Handling urgent and sensitive requests with professionalism and empathy.
- **Customer Escalations**:Addressing concerns or complaints to ensure families feel heard and supported.

This role requires emotional resilience, as you and your team will often deal with grief, trauma, and highly sensitive conversations. Your leadership will be instrumental in fostering a supportive environment for both your team and the families you serve.

**Who We’re Looking For**
- **Compassionate Leadership**:A natural ability to lead with care, understanding, and empathy in challenging environments.
- **Strong Team Management Skills**:Experience leading teams of 20+ in a service-focused setting, with expertise in scheduling and workload planning.
- **Resilience and Emotional Intelligence**:The capacity to navigate sensitive and emotional situations while providing steady guidance to your team.
- **Customer Service Excellence**:A track record of delivering exceptional customer experiences, particularly in high-pressure or emotionally charged circumstances.
- **Coaching and Motivation**:A passion for coaching, inspiring, and motivating teams to achieve their best while maintaining morale.
- **Adaptability**:Comfortable working across multiple brands, regions, and touchpoints, with flexibility in your working days and hours.

**What We Offer**

At InvoCare, we provide more than just a job—we offer a meaningful career with opportunities for growth and development. Our new office in Rhodes provides a collaborative, supportive environment where you’ll work alongside a dedicated team.

You’ll also benefit from:

- Ongoing training and support to develop your leadership and emotional resilience skills.
- A workplace culture that values respect, diversity, and inclusion.The chance to make a tangible impact on families and communities in their time of need.

**Why This Role Matters**

This position is not for everyone. It’s for someone who is deeply compassionate, thrives in challenging situations, and understands the profound impact of exceptional customer care. If you want to leave a legacy of making a difference in people’s lives, this is the role for you.
- **How do you professionally or personally align with the types of people and experiences in this role?**:

- **How do you connect with your community?**:

- **From a customer perspective what is important to you creating a great customer experience?**:

- **What legacy are you most proud of in a prior company?**:

- **What is a personal goal you have recently worked towards ?
**Why Join InvoCare?**

We offer more than just a job; we offer a meaningful career with opportunities for growth and development. Join us in making a difference in the lives of our customers and their families.

**Location**:We are excited to be based in our new offices in Rhodes. This role requires you to work in the office, where you'll be surrounded by a collaborative team environment.