Team Leader

1 week ago

Greater Adelaide SA, Australia Australian Health Practitioner Regulation Agency (AHPRA) Full time

**Job no**: V14186
**Work type**: Fixed Term Full Time
**Location**: Adelaide
**Categories**: Customer Service Team

The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications, and knowledge to provide safe care are registered.

The Team Leader, Customer Service Team is responsible for the day-to-day management of the customer service team. This operational position provides leadership and guidance as well as real time performance management, shift/roster oversight, and a proactive approach to emerging issues including responding to enquiries during peak periods. They will also support the Customer Experience manager in the delivery of service objectives and work closely with the Performance, Quality and Training Coordinator.

This is an fixed term full-time position and operates on a rotating roster between the hours of 7am to 8pm AEST Monday to Friday. There may be some public holiday work and overtime required at different times of the year to ensure there is national coverage for the service across all time zones.

Ahpra requires all employees to comply with Ahpra policies, including the Flexible working policy.

**In this role you will**:

- Work in a complex, fast-paced team environment
- Lead, coach and develop a team of dedicated (and amazing) Customer Service Officers in the delivery of excellent service
- Identify workload issues in team and make adjustments - this includes taking a “hands on’ approach when necessary
- Previous experience in the leadership of a large team in a complex call centre environment
- A solid understanding of Call Centre metrics and time management
- Experience in coaching and performance development of new and current team members
- Strong judgement with the ability to resolve escalated enquiries
- Excellent communication both written and verbal

**What we offer**:

- A friendly and supportive working culture with an active social club
- Discounts on Medibank Private Health Insurance
- Great work/life balance working in the office (2 days) and from home (3 days)
- Central location and sophisticated open plan work space in a 5-star rated building
- Attractive salary of $99,550 per annum plus Superannuation

**To apply**:

- Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
- Applications must be submitted by Sunday 26 January 2025

With respect, no agencies please.

**Advertised**: 15 Jan 2025 Cen. Australia Daylight Time
**Applications close**: 26 Jan 2025 Cen. Australia Daylight Time

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