Customer Support Team Leader

24 hours ago

Newington New South Wales Australia Forward Ability Support Full time $60,000 - $90,000 per year

About Us

Forward Ability Support is a not-for-profit organisation with 60 years history of providing key services to people with spinal cord injuries or similar related health conditions. We are driven to make a brighter and more positive future for our community by supporting people with spinal cord injuries to live their best life. As an organisation we are looking for people who take pride in their work and are committed to excellence.

BrightSky Australia is the social enterprise of Forward Ability Support and services the ageing and disability sector with medical consumables and equipment across Australia to the home, businesses and government. All profits go towards supporting Forward's community programs.

About the Role

We're looking for a motivated and people-focused Customer Support Team Leader in a Permanent Full Time (37.5 hours per week) capacity to oversee day-to-day operations within our Customer Support team. In this hands-on leadership role, you'll support our team to meet service standards, drive efficiency, and ensure every customer interaction reflects our commitment to quality and care.

Your key responsibilities include:

  • Leading the Customer Support Team in meeting KPIs and providing excellent customer service.
  • Developing team members though skills development, 1:1s and providing feedback.
  • Supporting the Head of Customer Experience in resource planning, performance matters and continuous operational improvements
  • Ensuring compliance to quality standards.

What We're Looking For

This role would suit someone who enjoys a fast-paced and varied work environment. You should be able to demonstrate to us:

  • Proven experience in leading, coaching and managing a team in a contract centre environment, with a proactive and hands-on style.
  • Exceptional communication and interpersonal skills for building relationships, negotiating and managing conflict.
  • Passion for delivering quality customer service.
  • Willingness to complete a National Police Check, NDIS Worker Screening Check, and pre-employment health questionnaire.
  • Full Australian Work Rights.

*Internal applicants of Forward and BrightSky must inform their current Manager of their intention to apply for a role before submitting their application*

Enjoy the Benefits

  • Meaningful Impact: Be part of a for-purpose organisation where your contributions truly make a difference, supported by leaders and teams aligned with a common goal.
  • Flexible and Hybrid Work Options: Opportunity to work Mon-Fri or join our team's 4-day work week.
  • Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment.
  • Great Location: Work from our Newington office – well-connected by public transport and convenient all day parking.
  • Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.
  • Extra Leave Benefits: Additional 2 days annual Forward Leave, 4 weeks paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.

If you're ready to take on this rewarding role and contribute to our team, apply now

Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a National Police Check, NDIS Worker Screening Check, pre-employment health questionnaire and reference checks.

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