Helpdesk and Communications Team Leader

1 week ago

Murdoch, Australia Serco Full time

1 x Permanent Full Time + 1 x Fixed Term Contract
- 24/7 Operation
- Rotating roster (including nights and weekends)

**About you**

You are a customer service professional and a passionate people leader, committed to supporting Australia’s leading healthcare environment. You demonstrate exceptional values and standards in everything you do.

**About the Role**:
Using your well-developed people leadership skills, you will coach, mentor and support the Helpdesk Team to provide outstanding customer service across the Health Services community. You will utilise your proven experience in a contact centre/helpdesk environment to drive a high performing and engaged team culture, to successfully achieve the required service delivery commitments (KPI’s). You will be a key contact for stakeholders and will be responsible for co-ordinating the initial response to major incidents.

**To be successful in this role, you will have**:

- The highest levels of personal integrity and ethical behaviour.
- Previous experience in a People Leadership role within a Helpdesk or Contact Centre environment.
- Proven skills and experience in coaching, developing and empowering staff to achieve deliverable outcomes.
- Well-developed problem solving and analytical skills.
- Ability and confidence to make decisions and direct others under pressure.
- Excellent communicate and interpersonal skills, accomplished in liaising with a range of stakeholders in various contexts.
- Understanding of continuous improvement / process improvement framework.
- Certificate III in Customer Contact (desirable).
- Certificate II/III in Health Administration (desirable).

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role.

As you will be required to work a rotating roster, including nightshift and weekends, penalty rates will apply.

**Serco and Proud**

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play from caring for vulnerable people to managing complex public services. We are a team of 60,000+ globally and 16,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management and citizen services.

**Join Us**
- Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day._Video

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