About Us:

Diabetes WA is a leading not-for-profit health organisation dedicated to providing support, education, and programs to thousands of Western Australians at risk of or affected by diabetes. Our dynamic team operates within a caring and empowering culture, committed to providing the essential support, education and services that will allow people affected by diabetes to live full, healthy lives.

The Role:

We are looking for an experienced Customer Service Team Leader to provide expert leadership and coordination of the Customer Service team.

Position Details:

Type: Full-time, permanent role working 8:30 am to 4:30 pm Monday to Friday.

Salary: Competitive salary starting at $77,721 plus superannuation.

Additional Benefits: Salary packaging, 3 bonus leave days over Christmas-New Year, flexible work arrangements, and a strong focus on professional development with various training opportunities.

Key Responsibilities:

Provide leadership, coaching, mentoring and work allocation to the customer service team

Day to day management and oversight of the call centre processes including front line resolution of customer issues.

Managing projects and call centre services and functions in order to meet contract obligations, consulting with other DWA divisions where necessary.

Ensure KPIs and deliverables are met in line with departmental goals, DWA’s strategic plan, and policies and procedures.

Maintain continual process improvement to maximise productivity, efficiency, quality and customer service standards.

Oversee product processing and sales operations, including the DWA Shop.

Ideal Candidate (Selection Criteria):

Experience in an administrative/customer service role, with leadership experience for 2-3 years

Demonstrated ability to supervise, lead and develop a team.

Excellent inbound and outbound customer service skills.

Ability to meet targets and KPI’s, with strong coaching and constructive feedback skills.

Exceptional attention to detail and organisational skills.

Sound time management and the ability to assess and delegate tasks as required.

Solution focussed problem solving skills.

Highly developed written and verbal communication skills, and excellent stakeholder engagement skills.

If you're ready to join our team and contribute to Diabetes WA mission, we encourage you to apply now by submitting your resume and a cover letter via Seek, addressing the above selection criteria.

NOTE: Applications that do not include a cover letter addressing the selection criteria will not be considered.

Applications Close: Sunday 12 October. Diabetes WA reserves the right to short list and interview candidates prior to this date.

Additional Information:

To enquire about this opportunity, please email [email protected], or phone 1300 001 880 to speak to the People & Culture Team.

Please note that successful candidates will be required to provide a National Police Certificate upon commencement.

Commitment to Diversity & Inclusion:

Diabetes WA recognises that our success is a reflection of our workforce, and we are committed to an inclusive culture which values diversity of thought, opinion and background. We warmly welcome applications from Aboriginal and Torres Strait Islander peoples, individuals from diverse backgrounds, and those living with disabilities.