Customer Service Team Leader

Brief Description
Why join us?
We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

Southern Cross Benefits

• Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650
• Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed
• Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT
• Discounted private health insurance
• Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program
• Annual leave loading
• Ongoing Training and Development
• Linkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 courses
• Genuine Career Progression Pathways – Buddy Program, New Grad Elevate Program, Study Support
• Referral Bonus Program

The Role - Full-time based at our Epping Head Office.
At SCC, our Customer Service Team plays a vital role in supporting individuals and families as they explore aged care options, often during emotional and uncertain times. As Team Leader, you'll guide and support a dedicated team who are the first point of contact for potential clients across Home Care, Retirement Living, and Residential Aged Care. You'll help ensure every interaction is compassionate, informed, and responsive, contributing to a positive experience from the very beginning.

Reporting to the Customer Service Manager, you'll oversee day-to-day team operations, monitor service metrics, and provide coaching and support to team members. You'll work closely with colleagues across Residential, Home Care, Retirement Living, Marketing, and Intake to ensure seamless service delivery and client transitions. Your leadership will help shape a culture of empathy, accountability, and continuous improvement.

What You'll Be Doing

• Allocating and monitoring team workloads and KPIs
• Providing coaching, training, and performance feedback
• Monitoring placement and call centre metrics to identify service gaps
• Triaging enquiries and ensuring timely responses
• Supporting leave coverage
• Monitor trends in enquiries and identify any marketing opportunities
• Collaborating across teams to improve occupancy and client experience

Requirements
Personal Attributes

• Empathetic and client-focused in your approach.
• Confident leading and supporting a multidisciplinary team.
• Strong communicator with a collaborative mindset.
• Committed to continuous improvement and service excellence.

Education And Experience

• Experience in customer service leadership within aged care, health, or community services.
• Familiarity with Home Care, Residential Aged Care, and Retirement Living services.
• Qualifications in business, health, or aged care (Desirable).

Skills And Capability

• Ability to monitor and report on KPIs and service metrics.
• Skilled in coaching, performance management, and team development (Desirable)
• Strong organisational and triage skills.
• Proficient in CRM systems and call centre technologies (Desirable).

Summary
About Southern Cross Care (NSW & ACT)
At SCC (NSW & ACT), people are at the heart of everything we do We are a purpose-led, not-for-profit organisation empowering older people to 'live life to the full'. We have a passion for providing the best care with clinical excellence and offer person-centred care services to meet individual needs and preferences in residential aged care, retirement living and in-home care.
Join us at SCC (NSW & ACT), where your work is not just a job, but a journey filled with meaningful moments to make a tangible difference in the lives of those we support. Our commitment to your development is unwavering, and we work hard to ensure you are given ample opportunities to continually learn and grow.
SCC is an equal opportunity employer. Creating a diverse and inclusive workplace, where employees feel valued and heard in a safe and respectful workplace, is a priority. All employment is decided based on qualifications, merit, and business need. We welcome people of Aboriginal and Tores Strait Island identity, as well as people of culturally diverse backgrounds, to apply.