Contact Centre Specialist

2 weeks ago

Sydney, New South Wales, Australia The Royal Australasian College Of Physicians Full time

Posted: 08/09/2025

Closing Date: 17/09/2025

Job Type: Fixed Term Contract

Location: Sydney CBD

Job Category: Call Centre and Customer Service

**About the RACP**
The Royal Australasian College of Physicians (RACP) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals.

**Our Values**
Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect

**Why Join Us?**

**Our 3-2-1 Hybrid Working Model**
- 3 days from anywhere in Australia or Aotearoa New Zealand per week,
- 2 days from an RACP office location per week,
- 1 of the two days per week in office spent with your team.
- 6-month contract

**The Role**

Since October 2024, the Member Support Centre (MSC) has been at the heart of our member experience. This exciting specialist role will shape the future of MSC by driving innovation across people, processes, and technology to deliver a seamless, member-first service. You'll lead improvements that align with the wider organisation, inspire team morale, and guide change in a way that champions both our members and our people.

Key responsibilities include:

- Review existing KPI's and identify changes that align with optimised operations of the MSC and the College's member experience outcomes.
- Develop and implement an optimised roster model that supports improved member service outcomes while addressing team fatigue and equity concerns where possible.
- Work closely with the MSC Team Lead and Senior Member Support Officers to lift morale, improve engagement, and build a culture of accountability and service excellence.
- Develop and deliver a change management plan to ensure smooth adoption of new processes and systems.
- Facilitate team workshops and feedback sessions to improve trust and transparency.
- Coach the MSC Team Lead and Senior Member Support Officers in best practice contact centre leadership and workforce planning.
- Ensure report metrics and benefits realisation documentation is on track for the handover to business as usual

**Desired Skills and Experience**:
We are seeking a contact centre expert who is passionate about leading change and has 5+ years experience in a similar role. You will also possess skills and experience in...
- Leading Omnichannel Contact Centre operations
- Strong customer focus, driven to meeting the expectations of customer and the resolution of issues.
- Knowledge of customer experience propositions and how to meet customer needs
- Experience in workforce planning and rostering within a service-focused environment, with the ability to balance service demand, fairness, compliance, and staff wellbeing.
- Proven experience leading cultural and organisational change, within a Contact Centre environment, with the ability to inspire and motivate teams through periods of transition.
- Strategy development and execution / delivery
- Innovation and ideas generation
- Building and sustaining relationships
- Strong communication and stakeholder engagement skills to effectively manage change, reduce resistance, and build buy-in for new practices.
- Negotiation and influencing
- Managing and resolving conflict
- Project Management experience

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