Patient Experience Team Lead

**Company Description** About Montu**

Montu is a leading Australian medical cannabis company facilitating efficient patient access to life-changing medication. We have built a technically focused cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care.

Recognised as No1 in the Deloitte Tech Fast 50 for 2 year in a row with growth of over 26,000% and 9,000% respectively, we were also nominated No5 in the AFR Fast Starters for 2022. As we continue our hyper growth, we are actively looking to expand our high performance team to take the company to the next level. Join us on our mission to improve the lives of millions of patients with medical cannabis therapies.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

We are seeking a dedicated and dynamic Patient Experience Team Lead to manage our team of Patient Experience Specialists. This role is integral to ensuring that our team operates with the highest levels of effectiveness and efficiency. The Patient Experience Team Lead will be responsible for all aspects of team leadership, including hiring, training, scheduling, and overall team performance management.

**This role will see you work 5 x 8 hour afternoon shifts from 1pm - 9pm (AEST).**

**Responsibilities include**:

- Provide support by assisting with questions, navigating the team through difficult calls, and effectively handling issues, including defusing tensions with angry customers and managing escalations.
- Host individual and team meetings, fostering a collaborative environment to discuss progress, challenges, and strategies for improvement
- Daily stand-ups to engage the team and fostering a cohesive team culture
- Monitor staff members' performance against service level expectations, taking corrective action as necessary
- Prepare reports and analyze data to enhance processes, allocate resources effectively, and maximize efficiency and customer satisfaction.
- Lead the training and onboarding process for new members ensuring a smooth integration into the team
- Listen to individual calls to ensure quality and efficiency in patient contacts, providing valuable insights and feedback for continuous improvement.

**Qualifications**
To be successful within this role, you will have previous experience in leading a high-performing team within a call centre environment.

**Experience and Skills**:

- Demonstrated excellent communication skills and ability to build strong relationships with team members
- Exhibit a proactive and personable demeanor, displaying a high level of motivation.
- Proven ability to engage in quality conversations with your team, offering constructive feedback and guidance on performance. Cultivate an open and supportive dialogue that encourages professional growth and development.
- Demonstrate adaptability in your leadership style, tailoring your approach to the unique needs of your team members. Recognize and appreciate diverse strengths and perspectives within the team.
- Strong problem-solving skills to address challenges and roadblocks, fostering a solutions-oriented approach that contributes to the overall success of the team.

**Additional Information**
You will be joining a highly motivated, dynamic team, where your ideas and contribution will be highly valued, and directly influence the direction and progress of the business.

You will also enjoy:

- Joining an expanding global company in its exciting growth phase
- Unlimited access to the SAGED and Greenhouse learning platforms
- Discounts with over 450 retailers across Australia through the Merit Reward and Recognition platform
- A collaborative, focused and driven culture that rewards high achievers
- Australia based, fully work from home
- Mental health support through our wellbeing platform Unmind
- Shaping the future of the cannabis industry as it evolves into a multibillion-dollar market

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- We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience._