Customer Service Excellence Lead

Carers WA values its dedicated and skilled employees and aims to create a flexible, supportive and family and carer friendly workplace. Carers WA actively supports diversity and inclusion, and we encourage Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, LGBTIQA+ people, neurodiverse people, carers and people with disability to apply.

We want to provide a space for everyone to have the best experience through the recruitment process, please tell us how we can best support you.

About Carers WA:

Carers WA is the peak body representing the needs and interests of carers in Western Australia and is part of a national network of Carers Associations providing a range of support services, supporting Carers across Western Australia. Carers provide unpaid care and support to family members and friends who have disability, mental health challenges, a chronic condition, terminal illness, an alcohol or other drug issue or who are frail aged.

Carers WA will support and provide you with:

• Training and development opportunities, pertinent to your role
• Work/life balance
• Career progression opportunities
• A competitive salary, including salary packaging and added leave (5 weeks annual leave and 2 wellness days p.a.)
• A friendly, supportive and collaborative workplace environment

About the role:

The Customer Service Excellence Lead with Carers WA is a full-time fixed-term position to 30 June 2027. The position attracts a salary of $993,300 p.a., plus super and salary packaging, 5 weeks annual leave (with17.5% leave loading on annual leave days) and two wellness days per annum.

The role works across the Carer Gateway Contact Centre Team to lead and mentor the team to deliver a high-quality, customer-focused service. Key responsibilities include providing training, mentoring and fostering a culture of excellence. A significant focus is placed on enhancing customer satisfaction by resolving issues, improving the customer journey, and creating and refining processes, whilst ensuring compliance with organisational standards.

In addition, staying updated on best practices and implementing innovative solutions is vital to ensure the Contact Centre's service delivery meets best practice. The role is responsible for ensuring a streamlined and consistent approach, with a focus on a great client journey in line with the Carer Gateway procedures and processes. This includes ensuring services are inclusive, accessible, and aligned with the needs of carers, specific cohorts and the broader community.

The role will work alongside Intake, Planning and Client Services Team Leaders in supporting Carer Gateway Support Officers. Building strong relationships with all staff across the organisation is essential to ensure a seamless positive carer experience and handling of escalated issues.

Carers WA promotes a workplace free of physical and psychological harm, however, acknowledges that some roles and inherent actions of our business mean there may be exposure to traumatic narratives. In these instances, and where possible, Carers WA will mitigate the impact of this exposure. Typical stressors associated with this role may include exposure to traumatic narratives, compassion fatigue, and handling callers who are experiencing frustration or burnout. Therefore, mental resilience, de-escalation skills and strong selfcare strategies are vital to this role.

Essential Selection Criteria:

1. A Certificate IV in Training and Assessment and/or relevant vocational qualification at Diploma level.
2. Demonstrated experience in management and service improvement.
3. Minimum of 3 years' experience in a training/quality role within the community services sector.
4. Experience in conducting staff assessments and identifying skills gaps.
5. Ability to adapt teaching style to various learning styles and cultural backgrounds.
6. Ability to build and develop strong working relationships.
7. Proven ability to work in a person-centred manner.
8. Well-developed verbal and written communication skills in a community service or health-based context.
9. High level of competency using computer software including Microsoft Office Suite, and/or customised client databases, as well as virtual communication modes (phone, Teams, Zoom).
10. Possession of a smart mobile phone for systems access.
11. Current Working with Children's Check (or able to attain one).
12. National Police Clearance issued within the last 3 months (to be provided upon employment).

Desirable Criteria

1. Experience with Process and Policy Development
2. An understanding of family / unpaid carers related issues and needs – Carers Recognition Act 2004.
3. Experience working for a not for profit organisation

Position description for this role is available upon request from

Applications close on Friday, 31st October 2025. Carers WA reserve the right to begin the recruitment process and withdraw the position prior to the close date/time.

Applications must include a covering letter addressing the selection criteria, Curriculum Vitae and contact details of two professional referees. Applications can be submitted online via the recruitment platform.

Please note: Only shortlisted applicants will be contacted for an interview.

Carers WA is a Carer Friendly Accredited organisation and supports a zero harm workplace culture to all internal and external stakeholders.

To learn more about working with Carers WA, we encourage you to visit our website