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CX People Leader

2 weeks ago

North Ryde, New South Wales, Australia Healius Limited Full time $90,000 - $120,000 per year

Job description:

Job Reference:
16495

Role Type:
This role will be a 6 month contract initially with a view to permanent.

Why You Will Be Excited About This Role

At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.

And right now, it's an exciting time to join us as we build a digital future for healthcare, whilst keeping our focus on providing excellent customer experiences and ultimately providing positive patient outcomes.

You will be a part of something pretty special as you join our network of passionate customer experience specialists & our mission to be the best pathology provider in Australia.

About Us

Healius employs 8,000+ passionate people, with an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia. We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia's largest and most complex private and public hospitals, to small Indigenous Australian communities. This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

What You Will Be Doing

As Customer Experience People Leader, you will joining our national network be based in North Ryde and will responsible for leading and managing a team of Customer Experience Consultants within the Customer Experience Centre to ensure operational excellence. Through your exceptional leadership, you will build a culture of continual improvement and foster a culturally cohesive and positive team, providing a great service for our customers and ultimately improving the lives of our patients.

Your key responsibilities will include:

  • Completion of people management activities (1-1, Quarterly Reviews, Probation, Performance Management
  • Directly manage performance and behaviours of direct reports consistent with company policies in a manner
  • Lead coach and develop direct reports
  • Collaborate with Customer Experience Coaches to provide training and learning to direct reports
  • Actively monitor operational activity, allocate work, and ensure optimum operational performance
  • Consistently complete quality assurance and auditing providing timely feedback and coaching to team
  • Use diverse methods of communication to inform and engage team members (Daily Huddles, Team
  • Actively identify and deliver innovation and change opportunities and nurture a culture of continual
  • Minimise the impacts of change on direct/indirect reports, internal stakeholders and customer
  • Collaborate with stakeholders to deliver exceptional results for the organisation

What Type of Person Will Be Successful

  • 3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre or Administration Centre
  • Exceptional communication, interpersonal, and leadership skills
  • Ability to build strong relationships with cross-functional teams
  • Strong internal and external stakeholder management
  • Passion for customer solutions and a commitment to continuous improvement
  • Demonstrated strong leadership and coaching experience
  • Proven ability to drive change across multiple and varied business units/locations/divisions
  • Highly developed stakeholder engagement and influencing skills

Benefits, Perks and Wellbeing

As part of working for Healius, you will have access to a range of benefits & perks including:

  • Benefits platform
  • Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
  • Fitness Passport
    – Access top fitness centres & pools across Australia at a subsidised rate.
  • Corporate health insurance discounts
    , banking benefits and novated leasing salary packaging.
  • Career growth and development opportunities
    with access to a comprehensive library of online courses and learning paths via our e-learning platform.
  • Confidential health and well-being support
    through our Employee Assistance Program, available to all employees and their family members.

Our Commitment to Diversity And Inclusion

Healius is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

Healius is a part of the Commonwealth Government's Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

How To Apply

Please click the 'Apply Now' button to complete the pre-screening questions and submit your application.

If you would like further details please email

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Healius is committed to responding to every applicant.