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Customer Service and Support Team Lead

2 weeks ago

Hawthorn East, Australia Scope (Aust) Full time

**About Scope**

Scope’s purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.

**About your role**:
This role is responsible for negotiating, creating, and managing financially sustainable Service Agreements to meet customer needs. You will ensure service lines accurately reflect offerings and support stakeholders in determining services available within funding constraints.

**Your key focus**:

- Provide leadership, support, and direction to a team to ensure an appropriate customer focus and an understanding of the service operating environment.
- Develop, maintain and update service agreements/contracts in accordance with current procedures.
- Ensure service agreements/contracts are financially sustainable and meet customer needs and expectations.
- Ensure incidents and complaints are managed according to Scope policies and procedures

**What we look for**:

- Demonstrated experience in managing a team.
- Experience in a customer service and/or and support role within disability, health or community service.
- Knowledge of Lumary & understanding of the NDIS funding model.
- Experience in managing complex issues and complaints.
- Strong computer literacy skills, including computer-based contract management skills.
- Ability to build and manage relationships and work within a team environment.
- Critical thinking, problem solving and decision-making skills.
- Ability to prioritise, work under pressure and meet deadlines.

Position Description CSSO TL.pdf

**Scope as an Employer**

At Scope, we ‘Celebrate our people’ by rewarding you with access to an exclusive benefits platform. You will have access to cashback, vouchers, and discounts to over 500 popular retailers covering groceries, fuel, entertainment, wellbeing and so much more. It’s one of the ways we thank our team for the ongoing and valued contribution they make to the lives of the people we support.

View our stance on inclusion, diversity and human rights.

**Scope (Aust) is a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.**

Take your career on a journey with Scope and work proactively with us to achieve our purpose
- Please note, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country or countries will also be required. Please note that the offer will be conditional on meeting these requirements._