Are you an experienced and motivated customer service professional looking to take the next step in your career? Melbourne Audiology Centre (MAC) is seeking a Customer Service Officer (CSO) Team Leader to support and lead our dedicated CSO team across multiple clinic locations.

About the Role

As the CSO Team Leader, you will play a key role in maintaining the high standard of customer service MAC is known for. This full-time role offers a 50/50 split between Team Lead responsibilities and regular CSO duties, with flexibility to adjust depending on business needs.

Reporting to the General Manager (GM), you will support CSOs across all MAC branches to ensure efficient processes, quality client interactions, and adherence to internal and government compliance standards. You’ll also be a key liaison between the administration and clinical teams, providing support, resolving issues, and contributing to a strong and collaborative workplace culture.

This position is ideal for someone who thrives in a team environment, leads by example, and is passionate about continuous improvement and client care.

Key Responsibilities

Team Leader Duties

Train and upskill new and existing CSOs

Provide guidance and first-line support for CSO and clinician queries

Oversee and monitor recall management, including exporting lists and compliance oversight

Ensure schedule optimisation and collaborate with site CSOs to manage this

Oversee outstanding invoices reporting and resolution

Supporting Hearing Services Program (HSP) compliance

Supporting WorkCover compliance

Assist with CSO roster planning in coordination with the GM

Troubleshoot Customer Relationship Management software issues and provide first-line support to internal staff

Supporting monthly CSO meetings

Producing reports as required by GM and Finance

Develop and document CSO workflows

Maintain CSO SharePoint database structure

Customer Service Officer Duties

Welcome patients in a friendly and professional manner

Manage appointments and respond to enquiries across multiple channels

Supporting the day to day clinic of the Clinical team

Process invoicing for patients and third-party funders

Assist with stock ordering and receiving

Support finance functions as needed

About You

Proven experience in customer service, ideally in a healthcare or clinical environment

Previous leadership, mentoring or training experience highly regarded

Understanding of Audiology and related Audiology funding schemes (HSP, WorkCover, NDIS) highly regarded

Strong organisational and problem-solving skills

Excellent communication skills and a collaborative approach

Ability to manage competing priorities and adapt to business needs

Confident using CRMs, Microsoft Office, and other systems

A proactive and supportive mindset aligned with MAC’s values of clinical excellence, client experience, and teamwork

Why Join Us?

Work for an established and values-driven audiology provider

Be part of a collaborative, supportive, and growing team

Opportunities for development and career progression

Make a genuine difference in the client experience and team outcomes