Customer Service Team Leader
5 days ago
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 $2,650Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeedFitness 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 & ACTDiscounted private health insuranceWellbeing initiatives such as Reward and Recognition Program, Employee Assistance ProgramAnnual leave loadingOngoing Training and DevelopmentLinkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 coursesGenuine Career Progression Pathways – Buddy Program, New Grad Elevate Program, Study SupportReferral 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 KPIsProviding coaching, training, and performance feedbackMonitoring placement and call centre metrics to identify service gapsTriaging enquiries and ensuring timely responsesSupporting leave coverageMonitor trends in enquiries and identify any marketing opportunitiesCollaborating across teams to improve occupancy and client experience 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).
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