Customer Service Manager

**Turn caring into a career with the myHomecare Group.**

**Customer Service Manager**

**Malvern East, VIC**
**Full-time**

We are looking for an experienced _Customer Service Manager _with a desire to make a difference to the CALD community.
- Play an important role with a company who cares.
- Develop your career at the leading Provider in the Home Care Industry.

At the myHomecare Group you will be part of a team of likeminded individuals across the country who support older Australians to continue living in their homes longer. With a rich 100-year history, we have been delivering exceptional care to older Australians since the year our oldest client was born. We have the added benefit of an innovative, creative, and passionate team who are constantly striving to get even better outcomes for our clients.

We have an exciting opportunity for an experienced Customer Service Manager, looking to make a real difference through their work with myHomecare. Falling under our Tele-health based framework, you will work with Better Living Homecare, Let’s Get Care and Just Home Care Package Brands. These are national Brands with around 7000 clients specialising in the CALD community with clients from many different cultural backgrounds.

**So, what does the role entail?**

No matter your role with the myHomecare Group, you’ll play a key part in supporting our clients and their families. With us, you’ll become a true leader of Aged Care Clinical Requirements within the in-home care space - and we’ve got the comprehensive training and development tools to get you there. You’ll be responsible for:

- Develop and deliver and effective front line customer service function.
- Lead, supervise, support and mentor a team of Customer Service Agents in accordance with the myHomecare Group Operating Model and values.
- Coach the team to grow their skills and capabilities.
- Set KPIs for the team and monitor performance.
- Proactively ensure ongoing compliance, achievement of business targets, professional development, and performance of all team members.
- Manage staff performance including regular supervision, annual appraisals and performance management.
- Manage Team adherence to myHomecare Group Quality Management Framework, ensuring an understanding of the Aged Care Standards

**We are looking for a leader with**:

- Current Qualification in a Health-Related Discipline or Business Administration is essential with at least 3 years' experience in a high-volume Contact Centre environment, leading teams through change.
- Understanding of complex customer service environments - ideally in the health or aged care sector.
- Strong interpersonal and verbal/written communications skills and the ability to develop relationships with internal and external stakeholders.
- Understands modern technology suites and tools in contact centers including IVR, CRM systems, softphone and call management data analytics.
- Passion and commitment to Aged Care and the desire to ‘make a difference’.
- The right to work in Australia.
- Current National Police Clearance or willingness to obtain.
- Proof of Covid Vaccination.
- First Aid and Current CPR highly desirable.

**What will we offer you?**
- **A role with true purpose**: making a difference in people’s lives every day.
- **Benefits & perks**: we have a special program that rewards you for your hard work with discounts to a broad range of brands.
- **Opportunity to grow** we provide up-skilling opportunities, training and networking, to ensure you are constantly able to grow within your career.
- **Flexibility**:work within an organisation that is leading the way in providing care to older Australians and has a national footprint. The myHomecare Group’s national presence gives you true flexibility to search for future opportunities across the country while staying within the team.
- **Supportive team with positive culture.**

To apply, upload your resume through SEEK.