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!