Homemade \U007C Service And Support Lead

**This role is for HomeMade - a related entity of Mable**

HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management. HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.

We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds. Our approach keeps people in control of their package, funding, and support.

**Your Role**

Reporting directly to the Service and Support Manager, this newly created Team Lead position has been

established to help implement the our day-to-day operations, refining and delivering upon optimal customer experiences. You will build and shape the team, culture, systems and processes to deliver a great customer interaction with HomeMade for every Client, every

single time.

You will work with the Service Lead and the Service and Support Manager to create and develop strategies to ensure the best outcomes for our Clients to meet the business goals.

You will also work daily with team members to achieve daily, weekly and monthly targets - This will include helping coach and develop team members whilst creating a motivating and positive environment.

**_
The role offers a hybrid working arrangement and will require you to be based in Sydney and work out of our CBD office from time to time.
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**_Some of your responsibilities will include and are not limited to:_**
- Provide daily troubleshooting for team and act as the first point of escalation for team to solve complex client queries.
- Monitor multi-channel for incoming enquiries, to triage and allocate team appropriately.
- Undertake daily KPI monitoring with the team and provide coaching and training as required to ensure we are meeting/ exceeding business targets.
- Develop and implement strategies to help set up the customer lifecycle interactions and customer retention opportunities.
- Complete reviews to improve the customer tech and platform usage based on team feedback and insights from data and translate these strategies into practical procedures and documents.
- Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals.
- Follow up on outstanding feedback and complaints.
- Work with senior Managers to onboard, train, and coach new team members.

To be successful in this role, you will need to be someone who has had prior experience leading a small team. You'll have a natural ability to influence change and inspire your team to do and better. You need to have a thirst and passion for all things customer service, showcasing deep levels of empathy towards our customers and broader team. Strong problem solving, decision making and time management skills are also essential.

**Who you will be working with**

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

**_Our teams live out the HomeMade values in all they do towards this:_**

**\uD83E\uDEF6\uD83C\uDFFCPUT PEOPLE FIRST - **People and relationships matter most

**\uD83E\uDE81 FOSTER FREEDOM -** Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

**\uD83D\uDC96DO THE RIGHT THING -** What is fair, honest, open, ethical, and transparent

**\uD83D\uDCA1BE BOLD - **With a vision to imagine and create a brighter future

**Benefits of Working at HomeMade**

**\uD83C\uDFE0 Hybrid set-up - **Work remotely or in the office (depending on what suits your circumstance) for a disruptor in the Aged care industry

**\uD83D\uDC68\uD83C\uDFFB\uD83D\uDC69\uD83C\uDFFB\uD83D\uDC67\uD83C\uDFFB\uD83D\uDC66\uD83C\uDFFB We care - **Be surrounded by a supportive, family-friendly working environment.

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** Keep growing with us -** Ongoing career development opportunities.

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**Floating Public Holidays - **Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

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**Volunteer day - **One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it's your choice

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**Wellbeing day -** Enjoy a paid day each calendar year to focus on your health and wellbeing.

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**Employee Assistance Program - **A 24/7 service that includes counseling for you and your immediate family.

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**Improved parental leave -** We support our employees thro