Customer Care Team Leader - Home and Community Services

Location
Hunters Hill NSW 2110
 
Benefits
Pulled from the full job description
Parental leave
Gym membership
Health insurance
 
Full job description
Discover a career where care goes both ways!

Location - Hunters Hill
Competitive hourly rate - from $48 per hour based on experience (plus superannuation)
Not for profit employer, so you pay less tax!
Grow your career with a mission driven, values based organisation
Exciting things are happening at Catholic Healthcare! We are celebrating 30 years of providing care and we now have 5500+ employees working with us. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities.
We are looking for a highly motivated Customer Care Team Leader to lead our extremely busy Home Community Services team based in Hunters Hill, Sydney. The Customer Care Team are at the heart of Catholic Healthcare and are responsible for providing a superior customer experience to our clients.

Within this role you’ll be responsible for:
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 any 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
To be successful in this role you’ll need:
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
We know you have many choices of employer - choose Catholic Healthcare where you can make a positive impact and be well rewarded.
Apply online now!

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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