The Big Issue Australia is an independent, not-for-profit social enterprise that develops and operates initiatives aimed at supporting people experiencing homelessness, marginalisation, and disadvantage. Through enterprises such as the Street Magazine Enterprise, the Women’s Workforce, Community Street Soccer, and the Big Issue Classroom, we create opportunities for people to positively change their lives. We believe in promoting dignity, independence, and social inclusion through entrepreneurial practices and community engagement.

1. Position objective:

The Customer Support Supervisor (Training Support) supports the supervision and development of the Women’s Workforce within the Perth-based National Call Centre. This role ensures effective customer service operations, fosters inclusive workplace practices, and promotes the professional growth of a diverse and marginalised team. The position blends team support, service monitoring, and hands-on training assistance to enhance customer experience and social impact.

2. Reporting Relationships:

· Reports to: State Operations Manager – WA, SA and NT

· Direct Reports: Women's Workforce Call Centre Team Members

· Internal Stakeholders: Operations, Finance, HR, IT

· External Stakeholders: Callers (customers), referral/support agencies, volunteers, training providers

3. Classification Rationale

· Supports daily operations of structured services using established procedures.

· Provides basic task supervision under general guidance from senior staff.

· Assists with onboarding and delivery of procedural training.

· Follows organisational policies and refers complex matters to senior staff.

· Delivers customer support and monitors basic service quality using predefined tools.

4. Core Functions/ Responsibilities

Team Supervision & Support (65%)

Supervise daily operations of the Women’s Workforce within the call centre.

Monitor performance, attendance, and call quality.

Provide on-the-job support for call handling, de-escalation, and systems use.

Training & Capability Development (20%)

Assist in onboarding new team members and support delivery of established training content developed by the call centre team.

Support with facilitating regular workshops and training sessions.

Support the use and upkeep of existing training materials.

Quality Assurance & Reporting (10%)

Audit calls for quality and accuracy; deliver feedback.

Document performance trends and training needs

Monitor calls using standardised tools and refer performance insights to senior team members.

Stakeholder Collaboration & Communication (5%)

Liaise with HR to support employee wellbeing.

Coordinate with IT and admin teams for systems support, access and issue resolution.

Child Safe & Vulnerable Persons Commitment

Adhere to all relevant policies protecting children and vulnerable adults.

Report any concerns promptly, in line with organisational procedures.

And other tasks as directed.

5. Key Selection Criteria

Qualifications & Compliance

Certificate or diploma in business administration, community services, or related field. (preferred)

Current Police Check and Working With Children Check (or willingness to obtain).

Experience

At least 2 years’ experience supervising in a call centre or customer-facing environment.

Demonstrated experience working with marginalised or vulnerable groups would be an advantage.

Skills & Knowledge

Strong interpersonal and leadership skills.

Knowledge of inclusive workplace practices.

Competency in using CRM and telephony systems.

Attributes

Empathetic, resilient, and values-aligned with The Big Issue.

Strong organisational and problem-solving mindset.

High emotional intelligence and adaptability.

8. Workplace Health & Safety (WHS)

· Accept personal responsibility for fostering a safe and healthy workplace.

· Promptly report hazards, near misses, or incidents.

· Follow organisational WHS policies, procedures, and training.

9. Diversity & Inclusion

· Promote an environment free from discrimination, harassment, or bullying.

· Value diversity of backgrounds and perspectives among staff, volunteers, and participants.