Customer Service Manager

Have you successfully led teams to deliver excellent customer service? We’re looking for a Customer Service Manager to lead our dynamic Customer Service Team and help deliver exceptional care outcomes across Australia. The Customer Service Manager is responsible for providing leadership, guidance and coaching to the Customer Service Team. The purpose of the role is to drive the team to deliver excellent customer service to key stakeholders in the Aged Care and Disability space, assisting them to book workers and services via the Mobility platform.

Responsibilities

Design and set up the team and operations with a growth and scalable mindset; Plan and assign operational tasks for the Rostering Team daily; Provide forecast planning and contingency planning for all business scenarios by actively anticipating factors that will impact volumes and implement mitigating actions; Deliver and implement initiatives including development of team KPIs, call scripting, system optimisation, reward and recognition program; Be key contributor to business growth strategy; Be a point of escalation for customer service issues to the Leadership Team; Manage email queues, identifying priorities and delegating where necessary; Provide reporting on team performance to the Leadership Team including feedback on opportunities for business growth and operational efficiencies; Develop and maintain strong professional relationships with external stakeholders; Ensure compliance with funding and regulatory requirements; Collaborate with internal teams to meet KPIs and drive revenue

Requirements

Experience in leading teams in high-volume call environments (inbound/outbound); Strong time management and multitasking skills; Ability to use multiple technology platforms and systems; Excellent verbal and written communication skills; Ability to remain calm and solution-focused under pressure; Comfortable working with performance targets and KPIs; A proactive, 'can-do' attitude with a drive to grow business; A dedication to deliver best-in-class customer service; Successful applicants will be required to undergo an NDIS Worker Screening Check and employment reference check

Nice to have

Knowledge or experience of Aged Care and NDIS; Customer Experience mapping

Benefits

Supportive, values-driven team; Opportunity to make a meaningful impact in the disability and aged care support sectors; Ongoing training and professional development; Collaborative and inclusive environment; Flexible hybrid work model; Access to comprehensive Employee Assistance Program; Discounts with major retailers and corporate health insurance rates; Reimbursement of NDIS screening costs