Customer Relations Team Leader

5 days ago

Macquarie Park, Australia Catholic Healthcare Full time

**Job Description**:
Customer Relations Team Leader
- ** Macquarie Park, 10min walk from Metro Station + WFH options**:

- ** NFP Salary Packaging benefits + 7 additional leave days per year**:

- ** Rewarding role in a growth industry - Leading Aged Care Provider**

An exciting opportunity is now available for an experienced and “hands on” Customer Relations Team Leader to lead and coach a small team of 6, in providing high quality service to prospective new in-bound phone customer queries within our Residential Aged Care portfolio.

Our Customer Relations Team receive calls from prospective customers and families approaching aged care for the first time and need guidance by a solution focussed and quality customer service approach. In this busy role you will lead & develop the team to deliver excellent customer outcomes & quality service whilst building on the team’s sales capabilities. You will establish protocols around best practice process and procedure, effective metrics and measures of success.

The ideal applicant will have exceptional organisation, communication and influencing skills, the ability to have financial conversations with prospective clients and a commercial/operational mindset. Additionally, you will have;
- Recent demonstrated experience in a contact centre Team Leader or similar
- Experience in a position where complex levels of advice have been offered
- Demonstrated skills in coaching & leading a phone based team to meet KPIs & service levels
- Ability to build and maintain relationships with key stakeholders
- Excellent time management, prioritisation and administration including computer skills
- An understanding of residential aged care fee arrangements and LLLB related legislation would be highly regarded. However, if you are confident in your ability to learn quickly and become the “go to” person we are happy to provide training
- Ability to touch type verbatim notes whilst talking on the phone
- Able to provide evidence of Covid Immunisation x 3

Catholic Healthcare is a leading not-for-profit provider of residential aged care, home and community services and retirement living across NSW and SE QLD. Together, our team of more than 4,000 people are dedicated to our Mission to promote the dignity, life and spirituality of older people through connected and inclusive communities.
- Hello Recruitment Agencies, thanks for thinking of us. Right now, we’re looking to fill this opportunity directly so if we do need your assistance we’ll be in touch._

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