Ndis Customer Care Lead

6 Months Fixed Term Role
- Based in Brisbane
- Immediate start

**About Us**:
Healthcare Australia ‘HCA’ is a specialist healthcare staffing and workforce management company, providing agency staffing recruitment services, workforce management solutions, vocational training and continuing professional development courses. We are proud to play an active role in our nation’s health and wellbeing as we touch the lives of over 35,000 Aussies every day. The National Disability Insurance Scheme (NDIS) is the new way of providing support for Australians with disability, their families and carers. The NDIS will provide about 460,000 Australians under the age of 65 with a permanent and significant disability with the reasonable and necessary supports they need to live an ordinary life. Our goal is to build a robust and sustainable range of Home-care and Disability services to be provided direct to our customers which will then provide them with the ability to achieve their goals including living in their own home.

**The role**:
The role will be primarily based at our Brisbane office with travel required to Brisbane & Gold Coast areas.

The primary focus of a Customer Care Lead is to provide support, lead and develop an excellent team of Customer Care Managers.

**Responsibilities**:

- Lead and develop an excellent team of Customer Care Managers (CCMs)
- Recruit and train the CCMs in the model of service delivery
- Conduct individual and group supervision sessions to ensure the

team are motivated and know their roles and responsibilities
- Plan for growth in Customers and division into new clusters
- Promptly address issues and assist in complaints handling
- Support and mentor CCMs in client management. Escalate anything unresolved in a timely manner, to ensure no harm to clients, staff or the business
- Ensure all documentation and requirements of the NDIS standards are being met
- Maintain all records in the software we use to manage staff, clients and their budgets
- Ensure service provision uses the clients’ natural resources and strengthening their connections to their communities.
- Ensure CCMs are working well with their teams and that support workers are reliable and engaged with clients and other team members
- Ensure you model, and each CCM develops, a culture of safety so that all feedback is brought back to the organisation

***

**The rewards**:
Working for us will put you in a strategic position with your career, with opportunities for growth and development along with financial and non-financial benefits. Healthcare Australia will continue to grow at exponential levels over the next few years and offers significant career advancement opportunities for the successful applicant If you are looking to join a market leader in the ever-growing healthcare industry and contributing towards delivering the highest level of customer care in Australia, then HCA is for you. We are a people-concentric business with our core values being the heart and soul of all that we do.

**About you**
- Minimum 5 years’ experience in working in Home Care, disability, or similar fields
- Possess or willing to work towards a Diploma or Certificate III or IV in Aged Care and/or Community services.
- Excellent communication skills
- Dependable and professional attitude to your work, the clients and organisation
- Experience and demonstrated ability to lead, train and mentor a team supporting both clients and staff.
- Well-developed computer skills, specifically with Excel, Outlook and Word
- Current Drivers Licence and access to a roadworthy vehicle
- National Police Clearance