Chsp Team Leader

2 weeks ago

Sydney, New South Wales, Australia Kincare Full time

**Job Description**:
**About the role**:
You will be responsible for providing first line support and guidance to the NSW & ACT CHSP team on a daily basis. This is a great opportunity to take the next step and progress your career. You will regularly monitor and report on the CHSP team's targets and ensuring that objectives are achieved with the aim of delivering customer satisfaction, care outcomes and compliance. Other responsibilities include regularly auditing open cases and taking ownership of customer incidents as required.

Other responsibilities include:

- Escalate all critical service incidents/complaints immediately to management
- Assists team members to manage complex customer needs such as top ups, fee considerations and high needs customers awaiting HCP assignments
- Look for opportunities to maximise service hours to ensure programme commitments are met
- Review trends within programs for quality referrals, potential for increasing hours

You will be supported by the CHSP Manager, who will manage the department's key strategic decisions allowing you to focus solely on customer, service and process queries. You will be flexible to provide support to the team in the office and working remotely.

**About you**:

- Demonstrated knowledge and strong experience in the Aged Care industry
- Advanced understanding of Commonwealth Home Support Program (CHSP) is required
- Previous experience in a coaching or leadership position is advantageous
- Strong ability to support and guide a team on day to day queries
- Demonstrate understanding of KinCare services, safety practices and compliance principles
- Excellent ability to build rapport with customers and team members
- Exceptional organisation, time management skills and communication skills
- Advanced computer skills including word, Excel, PowerPoint, and Salesforce
- High attention to detail and an ability to work under pressure

**About KinCare**:
We have a 29-year track record of supporting older Australians to live independently. We're committed to improving the quality of life and health & wellbeing for our customers through tailored in-home care services.

It's really the people here who make it a great place to work. When you come to work for us, you can be sure that you will be inspired and challenged every day. Each day you will be surrounded by passionate, committed colleagues and get to build some meaningful connections. You will also receive the support and training you need for a rewarding long-term career. As a family-orientated company, we believe time at work and at home matters. We are all about work-life balance and flexibility.

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