Customer Experience People Lead

Customer Experience People Lead

**Job reference**: #13064**Brand**:Laverty Pathology**Location**: North Ryde NSW 2113**Work type**: Full Time (Max Term)**About us**
- Laverty Pathology is part of Healius Limited, one of Australia's leading healthcare companies, Healius is synonymous with quality, affordable and accessible healthcare for all Australians. It has an expansive network of pathology laboratories, collection centres and diagnostic imaging centres. Through this footprint and its 10,500+ people, Healius provides specialty diagnostic services to consumers and their referring practitioners. Healius provides quality healthcare services that are easily accessible and cost efficient, while supporting the coordination and continuity of quality patient care.**About Us**

As we optimise to a future-ready way of working, there's an exciting shift happening. We are transforming into a stronger, more agile organisation.- As part of this exciting transformation, we are looking for talented Customer Experience Specialists to join our team based at North Ryde on a fixed term contract.- Laverty Pathology is a part of Healius Ltd., an ASX listed business and one of Australia's leading healthcare companies and provider of private medical laboratory & pathology services. Healius has an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia.- We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities**About the Role**
- The Customer Experience People Leader is responsible for leading and managing a team of individual contributors within the Customer Experience Centre. They continually monitor operational activity and ensure consistent achievement of operational performance.- The People Leader will champion innovation and change, building a culture of continual improvement. Through exceptional Leadership the Customer Experience People Leader enables success of health care professionals and improves the lives of our patients.**Responsibilities**:

- Completion of people management activities (1-1, Quarterly Reviews, Probation, Performance Management
- Directly manage performance and behaviours of direct reports consistent with company policies in a manner
- Lead coach and develop direct reports
- Collaborate with Customer Experience Coaches to provide training and learning to direct reports
- Actively monitor operational activity, allocate work, and ensure optimum operational performance
- Consistently complete quality assurance and auditing providing timely feedback and coaching to team
- Use diverse methods of communication to inform and engage team members (Daily Huddles, Team
- Actively identify and deliver innovation and change opportunities and nurture a culture of continual
- Minimise the impacts of change on direct/indirect reports, internal stakeholders and customer
- Collaborate with stakeholders to deliver exceptional results for the organisation

**About You**
- 3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre, Data Entry/Administration Centre.
- Exceptional communication, interpersonal, and leadership skills
- Ability to build strong relationships with cross-functional teams.
- Strong internal and external stakeholder management.
- Passion for customer solutions and a commitment to continuous improvement
- Demonstrated strong leadership and coaching experience
- Proven ability to drive change across multiple and varied business units/locations/divisions
- Highly developed stakeholder engagement and influencing skills

**Benefits and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits including**:

- A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
- Corporate health insurance discounts, banking benefits and novated leasing consultations.
- An e-learning platform with access to a library of courses and learning paths.
- An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
- Fitness Passport - access fitness centres across Australia at a subsidised rate
- Career growth opportunities across the Healius network
- Being a part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

**Our commitment to diversity and inclusion**

Laverty Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

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