Support Team Lead

About Us:
Anglicare Sydney is a leading and highly regarded community NFP organisation in Australia.

Our vision is to see Jesus Christ honoured, lives enriched and communities strengthened. To achieve this, we are looking to attract the most capable and mission aligned people to join us.

For over 160 years Anglicare has been serving people in need
- providing care to older people and services to the vulnerable. We began because of people who saw a need in the community and who were compelled to make a difference. People motivated by Christian love and a passion to serve. If this describes you, we would love to invite you to join us

About the Role:
The Support Services Team Lead is responsible for overseeing the day-to-day operations for Home Care at the Anglicare Hub, ensuring that staff carry out their duties effectively. This includes leading the team, managing resources, processing time-off requests, and addressing last-minute absences. The role ensures new employees receive training aligned with the organisation’s strategy, Christian Vision, Mission and Values, and operational requirements.

Key Responsibilities:
Team Leadership
- Supervise and support team members during shifts to meet service standards and deliver exceptional customer service.
- Foster a collaborative and positive team environment, enhancing productivity and morale.
- Conduct team meetings and one-on-one performance reviews.
- Drive continuous improvement in service efficiency and delivery.

Operational Oversight
- Ensure daily operations are prioritised and completed accurately.
- Uphold organisational policies and procedures.
- Monitor and communicate team KPIs, addressing trends and maintaining records.
- Manage planned and unplanned leave, ensuring adequate coverage.
- Support onboarding and training of new staff.
- Promote ongoing professional development.

Customer Service & Client Satisfaction
- Ensure efficient and accurate service delivery.
- Address and resolve customer concerns promptly.
- Collaborate with other teams to manage complex requests.
- Document and contribute to the resolution of complaints and incidents, including SIRS.
- Promote a culture of continuous improvement and workplace safety.

Key Skills:

- Strong verbal and written communication with a customer-focused approach.
- Ability to lead and motivate a team while meeting deadlines.
- Attention to detail and understanding of operational expectations.
- Effective decision-making and problem-solving.
- Ability to identify gaps and implement improvements.
- Responsiveness to feedback for service and relationship enhancement.

Qualifications and Experience:

- Proven leadership and interpersonal skills.
- Experience in community-based aged care services.
- Proficiency in rostering systems, ideally in a home care setting.
- Demonstrated ability to work in dynamic, multi-faceted teams.
- Strong time management and adaptability.
- Commitment to safety and Christian values.

Want to join? We offer:

- Flexible, supportive work environment that provides the opportunity to do your best the most rewarding work of your life
- Opportunities for career progression, professional development and training
- Treehouse benefits and rewards, including discounts to 400 retail, accommodation and entertainment
- Regular individual and group supervision (reflective practice), ongoing 1:1 mentoring, strong team support and a comprehensive induction program
- Fitness Passport with discounts to over 800 gyms for you and your family
- Tax benefits through salary packaging options as a not-for-profit organisation
- A safe and healthy workplace culture
- A fun, supportive, and engaged team

Anglicare - Jesus Christ honoured, lives enriched, and communities strengthened.

Anglicare is committed to ensuring the safety and wellbeing of children and young people and has zero tolerance of child abuse.

Application Close Date: July 11, 2025