National Customer Service Manager

Senior Leadership position I Perth-based but national reach I Help make the complex simple

RediMed is a prominent healthcare organisation with a national presence dedicated to building a healthier more resilient Australia. Through our multidisciplinary approach we deliver end-to-end health solutions via our expert team of Psychologists Surgeons General Practitioners Physiotherapists Occupational Therapists Exercise Physiologists Nurses and Medico-Legal Advisors.

We pride ourselves on our unique business model high-quality patient-centered care within a supportive and collaborative environment. With exciting growth underway were looking to fill a newly created national role to oversee RediMeds customer access and service experience.

The Role

Reporting to the Chief Operating Officer this is a high-impact leadership role with national scope and genuine strategic weight.

Youll own RediMeds entire customer access and service experience from our National Contact Centre to telephony email online booking telehealth and in-clinic customer service teams. Youll design and execute a scalable customer-centric operating model that supports growth (including acquisitions) elevates customer experience and delivers measurable improvements in operational efficiency and financial performance.

This isnt a role for someone who manages the status quo. We want someone who will rethink how patients and customers connect with RediMed and then build the systems processes and team to deliver that consistently across Australia.

The role involves:

• Thinking strategically and leading nationally define the national customer access strategy and translate customer requirements into practical commercial and scalable solutions.
• Driving operational excellence own the day-to-day performance and workforce planning of the national contact centre.
• Owning commercial and financial performance manage your cost centre whilst supporting revenue growth.
• Lead technology and process transformation redesign customer journeys.
• Ensure governance and compliance maintain privacy quality and regulatory obligations.

What You Will Bring

• 8 years in senior contact centre or customer operations leadership ideally in occupational health allied health insurance or a complex healthcare environment.
• A track record leading multi-site teams and managers at a national scale with strong leadership capability.
• Tertiary qualification in Health Management Business or a related field (MBA or Occupational Health qualifications highly regarded).
• Strong analytical skills across contact centre metrics service levels AHT abandonment rates cost-to-serve and workforce management practices.
• Experience delivering customer journey transformation through technology enablement and process redesign.
• Demonstrated change leadership through new operating models system implementations and acquisition integration.
• A collaborative style that earns trust with clinical specialists operational teams senior executives and external partners alike.
• Solid understanding of patient privacy and information security requirements.
• Willingness to travel nationally.

Why RediMed and Why This Role

• Executive-level influence.
• Real scope to build and transform; this isnt a caretaker role.
• A business in active growth including via acquisition your work will directly shape the future of RediMed.
• Wellbeing Benefits birthday leave annual team appreciation week and free access to onsite gym
• Access to medical care including vaccinations and allied health care (including for family members)
• Financial support with discounts through Employment Hero novated leasing and parental leave support
• EAP support which includes financial planning advice

Any questions please contact