Senior Team Leader

Job no: 915579

Work type: Full time

Location: Adelaide CBD

Categories: Administration, Business and Management, Emergency Services and Emergency Management

• Salary: ASO4 / $76, $80,256.00 p.a.
• Full Time / Multiple Positions Available
• 5063 / EASTWOOD

About Us:

SA Ambulance Service (SAAS) is South Australia's provider of emergency ambulance transport, clinical care, and patient transport services.

We are committed to ensuring South Australia has access to the best possible emergency medical care, non-emergency transport, and rescue and retrieval services.

Our Vision: An innovative, patient focused, technology enabled, evidence driven, emergency response and health care ambulance service; achieved by exceptional people.

Our Mission: Providing emergency response and health care ambulance services within South Australia, designed and development around patient and community needs, enabling timely and equitable access for our patients to the most appropriate point of care.

Our Purpose: To ensure South Australia thrives by enabling access to emergency and non-emergency ambulance health care and alternative patient pathways while contributing to our state's emergency preparedness and health response capability.

Our Values:

PATIENT FOCUSED: We will put our patients and the safe and quality care we provide them first; in everything we do.

TEAMWORK: We will work across SAAS, our health system, our partners, stakeholders and the community to achieve our goals.

INTEGRITY AND HONESTY: We accept and uphold the standards and expectations of our organisation and communities.

RESPECT AND COURTESY: We will always be respectful and courteous toward our patients, each other, and all those we work with.

COMMUNITY COLLABORATION: We value our role in the community, and we value the communities we serve.

CHANGE READY: We know our communities' needs will evolve and we must adapt to meet them.

AUTHENTIC LEADERSHIP: We will support leadership development for our people at every level.

We're excited to announce a brand-new opportunity within our SAAS Contact Centre - Senior Team Leader.

This role has been created with one clear purpose: our people.

As Senior Team Leader, you will be fully immersed in supporting, developing, and empowering our team. You'll focus on:

• Coaching and 1:1 development conversations
• Driving quality and service standards
• Delivering training and ongoing support
• Most importantly, building strong, genuine connections that bring out the best in our people

The SAAS Contact Centre is the hub for all enquiries for SA Ambulance. It's a fast-paced, meaningful environment where every interaction matters. We're looking for someone who is not only passionate about leadership but who thrives on creating a culture where people feel valued, engaged, and rewarded.

What we're looking for:

• Proven leadership experience in a contact centre or similar environment
• A passion for people and a genuine interest in coaching and development
• Strong communication and relationship-building skills
• The ability to drive a positive, high-performing team culture

What you'll bring:

• Enthusiasm for empowering others to grow and succeed
• A people-first leadership style
• The drive to make a lasting impact in a role that truly matters

If you're ready to lead with purpose and help shape the future of our SAAS Contact Centre, we'd love to hear from you.

Apply now and be part of a team that's dedicated to making a difference every day.

What We Offer:

• Work in a collaborative, forward-thinking environment with a culture of inclusion and diversity.
• Giving back to the people of South Australia Play a vital role in enhancing the well-being of our community.
• We take care of you Access to a range of staff and wellness support programs

Key Responsibilities:

• Conduct monthly quality assurance reporting and monitor customer service interactions to ensure Key Performance Indicators are consistently met
• Manage training programs for Business Services staff to maintain current knowledge of SAAS products and services, including handling challenging customer interactions
• Provide effective coaching and guidance to team members through regular one-on-one sessions, addressing process, system, and customer service issues
• Assist Business Services Managers with compilation of Service Level Agreements, performance indicators, and monthly reporting requirements
• Lead initial complaint management processes, ensuring timely resolution and appropriate reporting through the Safety Learning System
• Identify process and system inefficiencies, recommend improvements, and implement changes to enhance service delivery and operational efficiency

Application Information:

• Aboriginal and Torres Strait Islander applicants are encouraged to apply for this role.
• The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.
• Appointment will be subject to a satisfactory Criminal History Check and/or additional relevant history screening that may be applicable and appropriate Immunisation screening.
• SA Health Services are required to implement the Addressing vaccine preventable disease: Occupational assessment, screening and vaccination policy in the workplace.

Job ref:915579

Enquiries to: Craig Carnelutti, Manager Business Services -

Application Closing Date: Thursday 2 October 2025 @ 11:55pm

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Advertised: 18 Sep 2025 Cen. Australia Standard Time

Applications close: 02 Oct 2025 Cen. Australia Standard Time