Customer Care Team Leader

1 week ago

Sydney, New South Wales, Australia Catholic Healthcare Full time

Overview
Join to apply for the
Customer Care Team Leader - Home and Community Services
role at
Catholic Healthcare
.
Location
Hunters Hill, Sydney
Responsibilities
Providing day-to-day management and support to the Customer Care Team to deliver high quality and timely service to our Home & Community Services clients
Building the skills, knowledge and competency of the Customer Care team to ensure a consistent level of performance is met and client queries are resolved on first contact
Acting as a point of contact for escalated calls and enquiries and providing solutions to resolve issues
Promoting Home and Community services and products, ensuring all team members have a clear and consistent understanding of the product offerings
Ensuring accuracy and timely update of information in Home and Community systems including, but not limited to, Client Relationship Management system
Facilitating regular team meetings to share feedback on the team's performance and provide coaching and training to improve performance as required
Role modelling Catholic Healthcare values and being an active member of the service delivery leadership team
Coaching, supervising and mentoring Customer Care Team ensuring exceptional customer experience
Promoting teamwork, cooperation and collaboration between Customer Care Team and other Service Delivery Team and Regions
Developing Individual Performance Plans based on annual Performance Development Discussions for team members to ensure achievement of key performance indicators
Collaborating with regional teams including Care Advisors, Community Worker Team Leaders, Business Managers and Regional Managers
Qualifications
Demonstrated experience in customer service and/or care environment, ideally in a call centre environment
Demonstrated experience in motivating and leading staff
Demonstrated experience working effectively with various systems and technology including client relationship management systems
Digital literacy with PC based applications (Word, Excel, Email, Internet, database)
Excellent written and oral communication skills
Excellent planning, prioritising and organising skills in relation to a variable workload
Ability to maintain professionalism and confidentiality
Ability to work independently and as part of a multi-disciplinary team
Positive attitude, creative and solution focused/resilient approach
What We Can Offer You
Competitive salary - from $48 per hour + superannuation
Not-for-profit tax benefits so you pay less tax
Fitness Passport discounted gym benefits
Paid Parental leave
Paid Family leave, additional 6 days
Long Service leave after 5 years
A values-based organisation that welcomes applicants from all faiths and backgrounds
Catholic Healthcare acknowledges the Traditional Owners and Custodians of the lands on which we live, work and dream. We pay our respects to their Indigenous Elders past and present, for they hold the traditions, culture, and hopes of their people as we journey towards reconciliation. We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability.
Hello Recruitment Agencies, thanks for thinking of us. Right now, we're looking to fill this opportunity directly so if we do need your assistance we'll be in touch.
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