The Job

The Team Leader, Customer Services is responsible for ensuring an exceptional, quality driven customer service experience for all internal and external stakeholders of Lifebridge Australia. They will achieve this through the development of a multi-skilled team, supporting services across all business streams in line with the Aged Care legislative requirements. The role will be responsible for customer intake and onboarding, reviews, internal and external customer related administration, 1st -2nd level customer issue resolution across all service types, administration and customer related audits and reporting.

The Company

Lifebridge Australia is a small, community based not-for-profit organisation with over 30 years experience in providing NDIS Support and Aged Care Services in the NSW Far North Coast and South East Queensland regions. At the heart of Lifebridge is its people, our qualified staff know their community, they know our customers and they are invested in delivering successful outcomes. Lifebridge is a business with meaning and purpose and considers its customers, employees, volunteers as one team working towards a common goal. At Lifebridge, we believe in creating a supportive, inclusive community where everyone—customers, staff, and volunteers—has the opportunity to grow, thrive, and live their best life. Our team embodies the Lifebridge Advantage, a philosophy grounded in the science of positive psychology and the Montessori approach.

Key Outcomes

• Lead and transform the customer experience function by championing exceptional customer service while driving strategic and business objectives across funding types.
• Design and develop efficient and effective work flows, processes and practices to enable timely and effective response to internal and external customer service related enquiries.
• Develop and champion customer service related policies, procedures and processes in line with Aged Care and statutory requirements.
• Participate in change management programs and support the effective implementation of the aged care reform agenda at Lifebridge including the new Act, Standards, SaH Program, and transition of the Commonwealth Home Support Program.
• Effective delivery of customer service operations across all funding types including: customer intake/onboarding, customer reviews, maintenance of customer files and registers, issue and complaint resolution, 1st and 2nd level customer support, administration support to care teams, coordination of Associate Provider services, staff services (shift approvals, leave management), auditing, office administration, purchases and reporting.
• Provide team leadership, support and supervision to members of the customer services team including coaching, training, development, performance management, professional development, and feedback.
• Lead the investigation, resolution and reporting of CHSP customer related complaints, issues, CILs, and incidents including conducting home visits for complex CHSP customers.
• Ensure the operations, functions and responsibilities of the Customer Services Team are delivered in accordance with Aged Care Quality and Safety Standards, Program Guidelines, Lifebridge policies and procedures.
• Conduct and present monthly data analytics and reporting of customer services related activities and KPI’s.
• Participate in the development and implementation of the annual communication calendar including staff and customer newsletters, communications, expos, surveys, and promotions.

Knowledge and Skills

• Tertiary qualifications in Aged Care and/or NDIS, business management or equivalent.
• Advanced knowledge of current aged care and/or NDIS related legislation, quality and safeguarding standards, funding guidelines and reform agendas.
• Demonstrated experience leading and managing a team including coaching, mentoring, planning, monitoring and appraising staff performance.
• Advanced skills in Office 365 Suite, Teams, Outlook and Customer Management Systems.
• Sound knowledge of change management and business development techniques and strategies.
• Advanced time management, problem solving, dispute resolution and mediation skills.
• Advanced written and verbal communication skills including report writing.
• Demonstrated ability to build working relationships with key stakeholders.
• NDIS Worker Check.
• Current Drivers Licence and roadworthy vehicle.