About us

Australian Healthcare Associates (AHA) is Australia's largest specialist health and human services consultancy. We invest in people and enjoy industry-leading conditions and low staff turnover. We are currently tendering for work to assist the Department of Health, Disability and Ageing to roll out a new, digital mental health service to support people experiencing mild mental ill-health or transient distress.

We're seeking expressions of interest from individuals with experience establishing a support centre from set-up to ongoing management. If AHA is successful in relation to the tender process, the successful candidate in this EOI process will be offered this position with expected commencement on 1 October 2025.

The work will involve you leading the setup of the support centre, developing and implementing processes and procedures, establishing a new team, coaching staff, monitoring performance, and ensuring our team delivers exceptional service.

On offer:

• Very attractive salary – $150,000 p.a. + super
• Full-time role
• Involvement in the recruitment and onboarding of support centre staff
• Great culture and benefits

Key responsibilities:

• Develop a framework for support centre operations
• Develop and implement processes and procedures to support framework and delivery of service
• Identify operational risks to service and develop mitigation processes
• Review and implement support centre tools and systems for operation
• Assist in the recruitment and onboarding of a diverse support centre team
• Coach, mentor and support the team to deliver exceptional service
• Workforce planning including rostering, managing the performance and ongoing training requirements of the team
• Develop a methodology for screening, escalation, and management of complaints
• Liaise with the Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligations
• Create and maintain a collaborative environment to share learnings to ensure continuous improvement

Required:

• Previous experience setting up and managing a call/support centre environment
• Experience managing a team of support centre or customer service representatives
• Excellent communication and interpersonal skills and a customer centric approach
• Strong leadership and proven experience coaching and developing team members
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Knowledge of call centre technology and software
• Ability to analyse data and make data-driven decisions
• Excellent problem-solving and decision-making skills
• A proactive, hands-on approach with a focus on finding solutions

If you have the necessary skills and experience and are interested in working with us, then we’d like to hear from you now.

To Apply

Please upload the following:

• Your CV - specifying relevant skills, experience and qualifications (2 pages max), and
• 300-word blurb – about yourself and why you’d like to take on this role and work with us

Applications close Friday 11 July 2025

If you have any questions or would like additional information, please email: [email protected]

Applicants must have full Australian working rights.

Further information about AHA is available at our website: www.ahaconsulting.com.au

Agency applications will not be considered.

AHA is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We support flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously, and linguistically diverse people, young people, older people, and people who identify as gay, lesbian, bisexual, transgender, intersex, or queer. All are encouraged to apply.