Why join us?

We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

Southern Cross Benefits!

Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650

Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed

Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT

Discounted private health insurance

Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program

Annual leave loading

Ongoing Training and Development

Linkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 courses

Genuine Career Progression Pathways – Buddy Program, New Grad Elevate Program, Study Support

Referral Bonus Program

The Role - Full-time based at our Epping Head Office.

At SCC, our Customer Service Team plays a vital role in supporting individuals and families as they explore aged care options, often during emotional and uncertain times. As Team Leader, you’ll guide and support a dedicated team who are the first point of contact for potential clients across Home Care, Retirement Living, and Residential Aged Care. You’ll help ensure every interaction is compassionate, informed, and responsive, contributing to a positive experience from the very beginning.

Reporting to the Customer Service Manager, you’ll oversee day-to-day team operations, monitor service metrics, and provide coaching and support to team members. You’ll work closely with colleagues across Residential, Home Care, Retirement Living, Marketing, and Intake to ensure seamless service delivery and client transitions. Your leadership will help shape a culture of empathy, accountability, and continuous improvement.

What You’ll Be Doing

Allocating and monitoring team workloads and KPIs

Providing coaching, training, and performance feedback

Monitoring placement and call centre metrics to identify service gaps

Triaging enquiries and ensuring timely responses

Supporting leave coverage

Monitor trends in enquiries and identify any marketing opportunities

Collaborating across teams to improve occupancy and client experience

Requirements

Personal Attributes

Empathetic and client-focused in your approach.

Confident leading and supporting a multidisciplinary team.

Strong communicator with a collaborative mindset.

Committed to continuous improvement and service excellence.

Education and Experience

Experience in customer service leadership within aged care, health, or community services.

Familiarity with Home Care, Residential Aged Care, and Retirement Living services.

Qualifications in business, health, or aged care (Desirable).

Skills and Capability

Ability to monitor and report on KPIs and service metrics.

Skilled in coaching, performance management, and team development (Desirable)

Strong organisational and triage skills.

Proficient in CRM systems and call centre technologies (Desirable).

About Southern Cross Care (NSW & ACT)

At SCC (NSW & ACT), people are at the heart of everything we do! We are a purpose-led, not-for-profit organisation empowering older people to ‘live life to the full’. We have a passion for providing the best care with clinical excellence and offer person-centred care services to meet individual needs and preferences in residential aged care, retirement living and in-home care.

Join us at SCC (NSW & ACT), where your work is not just a job, but a journey filled with meaningful moments to make a tangible difference in the lives of those we support. Our commitment to your development is unwavering, and we work hard to ensure you are given ample opportunities to continually learn and grow.

SCC is an equal opportunity employer. Creating a diverse and inclusive workplace, where employees feel valued and heard in a safe and respectful workplace, is a priority. All employment is decided based on qualifications, merit, and business need. We welcome people of Aboriginal and Tores Strait Island identity, as well as people of culturally diverse backgrounds, to apply.