Participant Support Team Leader

Contact Centre | Caloundra | Permanent Full-time | Not-for-profit Salary Packaging Benefits

About Us

At Campbell Page, we're all about people. As a not-for-profit organisation deeply embedded in Australian communities, we support individuals through employment services, disability support, youth programs, and more. Our mission is simple: empower people to thrive.

We're committed to building a culturally safe, inclusive, and accessible workplace. We welcome applications from Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, mature age workers, and LGBTQIA+ individuals.

About the Role

We're seeking a Participant Support Team Lead to establish and manage our new Contact Centre Team (CCT) in Caloundra. The team will start with three direct reports, with capacity to grow as demand increases.

The CCT will operate under the new Inclusive Employment Australia (IEA) contract but also handle calls across other Campbell Page services. As the first point of contact for participants, employers, and community members, the team will provide immediate assistance where possible, redirect enquiries effectively, and ensure smooth booking and rescheduling of appointments in our systems.

As Team Lead, you'll oversee day-to-day operations across phone, live chat, and email — ensuring fast response times, high first-contact resolution, and accurate administration. You'll build a high-performing, participant-focused culture, reporting directly to the National Service Delivery Manager.

What You'll Be Doing

• Lead, coach, and develop a high-performing contact centre team.
• Oversee daily inbound and outbound calls, email, and live chat.
• Drive results across average response time, abandonment rate, first contact resolution, team performance management, and JobReady administration.
• Support the rollout of IEA reforms through induction and ongoing training.
• Provide basic information to participants and employers and redirect complex enquiries appropriately.
• Collaborate with internal stakeholders across Service Delivery.

What We're Looking For

• Proven leadership experience in a contact centre environment (essential).
• Strong people leadership, coaching, and communication skills.
• Ability to adapt in a fast-paced, changing service delivery environment.
• Results-driven and passionate about participant outcomes.

Desirable: Experience in employment services, disability support, or a related industry.

Why Join Us?

• Permanent full-time role with NFP salary packaging benefits.
• Lead an initial team of three with career growth opportunities as demand grows.
• Purpose-driven role supporting people into sustainable employment under IEA.
• NFP salary packaging benefits to boost your take-home pay, plus
• 17.5% leave loading, monthly RDOs and Thrive Leave after 12 months
• Impact-focused culture - everything we do is about helping people and communities thrive

Location: Caloundra Office based role working alongside team

Start Date: Mid-to-late October

Apply Now: Applications will be reviewed promptly, and this advertisement may close early if the position is filled. We encourage you to apply promptly.

We are committed to ensuring an inclusive recruitment process. If you require adjustments or accommodations at any stage, please let us know — we're here to support you.

Please note that you must have full Australian working rights to apply for this position. Successful candidates will also be required and willing to complete a National Police Check and Working With Children Check/Blue Card before starting.