Customer Service and Support Team Lead

1 day ago

Hawthorn East, Australia Scope Full time

About Scope

Scope’s purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.

About your role:

This role is responsible for negotiating, creating, and managing financially sustainable Service Agreements to meet customer needs. You will ensure service lines accurately reflect offerings and support stakeholders in determining services available within funding constraints.

Your key focus:

Provide leadership, support, and direction to a team to ensure an appropriate customer focus and an understanding of the service operating environment. Develop, maintain and update service agreements/contracts in accordance with current procedures. Ensure service agreements/contracts are financially sustainable and meet customer needs and expectations. Ensure incidents and complaints are managed according to Scope policies and procedures

What we look for:

Demonstrated experience in managing a team. Experience in a customer service and/or and support role within disability, health or community service. Knowledge of Lumary & understanding of the NDIS funding model. Experience in managing complex issues and complaints. Strong computer literacy skills, including computer-based contract management skills. Ability to build and manage relationships and work within a team environment. Critical thinking, problem solving and decision-making skills. Ability to prioritise, work under pressure and meet deadlines.

We are committed to filling this role quickly, so while applications for this role will close on Wednesday 4th December 2024 we will be reviewing applications as they come in and may interview suitable candidates prior to closing date. To avoid missing out  apply now .

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