National Customer Contact Centre Manager

Excellent Salary Package + Brand New Office
- Supportive Team Culture + Progression
- Opportunity to be a part of one of the most innovative allied healthcare brands

**Your tomorrow starts with you today**

Are you a passionate and experienced customer service administrator and/or call centre manager looking for a chance to contribute your skills and expertise to a company that strives to make a positive difference in people's lives? You may be just the person we need

At Humanity Health Group we care as much about you, as we do our clients. Each day we help our staff and our clients to live better lives, offering opportunity and inspiration at each turn of the journey.

**Who we are**

We're in the business of helping people get to where they want to be throughout their life. That goes for our clients and our people.

Care Squared powered by Humanity Health Group, was created to provide integrated allied health support to people with a disability by ensuring access to services when they need it most. Coordinated care, in the community, with pace and quality, ensure our clients achieve their goals.

For our employees, we provide an industry-leading 'Humanity Life Policy' that encourages you to cultivate your version of a balanced life and meaningful career across our global brand family.

**About the role**

As the National Customer Contact Centre Manager, you will manage our team who are our clients first point of contact and responsible for:

- Take initial details relating to enquiries and/or referrals and take the customer through our referrals process.
- Generating quotes and following up on quote approvals.
- Communicating with support coordinators regarding matters of their referrals.
- Confidence in triaging complaints and escalating where necessary.

**What we're looking for**:

- You will be able to manage local staff rostering and timesheet approval
- You may have a medical administrative background e.g. GP's, dental, podiatry etc.
- Assist the Care Squared clinicians with urgent and ad hoc tasks, delegating when appropriate
- CRM maintenance, including completing service file updates and ensuring data integrity
- Support management of customer contact team member performance to KPIs including completion of performance reviews
- You will have the ability to maintain excellent internal and external relationships.
- You will have a high attention to detail and have exceptional verbal and written communication skills.
- Identifying coaching opportunities and coordinating with Quality Manager to ensure new and existing customer contact team are fluent in the processes and procedures to meet the key accountabilities of the role and function as a member of the team
- You will have 1+ years' managing experience in a customer call centre

**Benefits**
- Flexible working arrangements
- Friendly, supportive team
- Career progression and academic research opportunities
- Professional development support from a large multi-disciplinary team
- Generous bonus and reward incentives

**Culture**
We are a team of highly experienced practitioners and professionals known for our commitment to quality and our core values. Working as part of The Humanity Health Group you will have access to professional support and mentoring plus a wide range of job opportunities. We promote a high-performance culture where people are rewarded for effort and dedication. We recognise and value quality and commitment and encourage our people to maintain a healthy balance between their career and personal time.

**Keen to join us?**
- Humanity Health Group fosters a workplace that actively seeks to include, welcome and value the contributions of all people and encourages people with a disability, Aboriginal and Torres Strait Islander people, and people from culturally diverse backgrounds to apply._