Service Delivery Team Leader

Do you have a passion for achieving client satisfaction, with a strong ability to have difficult conversations and get the best from people? 

As a Silverchain Team Leader you will support and develop a large team of passionate community workers who provide a wide range of in home services to our aged care clients around the Gold Coast/Brisbane Logan Valley/Far North Coast of NSW area.

Previous experience within the Community/Aged Care industry is preferred but not essential.

"As a Team Lead at Silverchain, I thoroughly enjoy mentoring team members and helping them succeed in their careers. I have found that Silverchain fosters a positive and collaborative work environment and offers many opportunities for professional development and career growth". Team Lead – Silverchain.

What's on offer

Team Leaders provide coaching, ongoing support, and direction to a geographically dispersed team with the goal of achieving exceptional client service. You will be the daily point of contact for your team, manage team and individual performance, and drive safety initiatives. You will also conduct interviews and inductions for new Care Workers, manage payroll and other administrative tasks, and handle client escalations as needed with support from the management team. We need someone who can take initiative in recognizing performance gaps early and addressing them constructively through coaching, feedback, and support.

This is a full-time permanent role. Most of your time will be spent on the road with your team and when required, you may be able to work from home.

What we're looking for

• Proven experience managing a large team (40+) within the call centre, retail, hospitality, or similar industry.
• Previous experience within the Community/Aged Care industry is preferred but not essential.
• Demonstrated people leadership experience with a strong ability to have difficult conversations and get the best from people.
• High-level interpersonal skills, with an ability to communicate across all levels.
• Exceptional time management skills with an ability to work well under pressure.
• Strong passion for compliance and achieving customer satisfaction.
• Stakeholder engagement and problem-solving skills.
• Relevant qualifications (or equivalent experience) in Leadership plus Training and Assessment are desirable.

The role

• Provide coaching, leadership and direction to the team to achieve exceptional client service for our valued aged care clients.
• Developing staff at all stages including recruitment, induction, buddy runs and actively support safety and well-being initiatives. 
• Perform a range of administrative tasks such as payroll, timesheets, and invoices.
• Mentor team members to drive positive change and ensure compliance is maintained throughout the team.
• Collaborate with multiple departments and stakeholders.
• Hybrid role, working autonomously from home as well as being out in the field with your team members, doing 1-1's, group meetings and in-field assessments.
• Includes rotations within the Contact Centre, answering calls from field workers around the country, offering first call resolution.

Why choose Silverchain

• Everyone at Silverchain, from our care teams to leadership, plays a vital role in delivering Best Care. It's a team effort.  
• Best Care is care that is safe, personal, connected and effective. 
• We are proudly one of the few Australian home care providers accredited in both national health and aged care standards. This means the quality of care we provide is expected to meet the same standards as a hospital or residential aged care facility.  
• As a not for profit organisation, we re-invest our funds into research and developing innovative models of care to set the industry benchmark for the provision of the best care in the home. 
• We'll also provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

How to apply

To submit your application, click 'Apply'.

Prior to commencement, every preferred candidate must complete a National Police check, Work Rights check and confirm their COVID-19 vaccination status (although not mandatory it is highly recommended).

At Silverchain, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds.

For more information contact our recruitment team at [email protected].

Kindly note that we do not accept applications via email. Unsolicited applications from agencies will not be accepted. We reserve the right to commence the recruitment process and extend or withdraw this advertisement prior to the closing date.