Support Centre Manager - National Early Intervention Service (LiCBT)
Support Centre Manager - National Early Intervention Service (LiCBT)
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Job Description
About us
Australian Healthcare Associates (AHA) is Australias largest specialist health and human services consultancy. We invest in people and enjoy industry-leading conditions and low staff are currently tendering for work to assist the Department of Health Disability and Ageing to roll out a new digital mental health service to support people experiencing mild mental ill-health or transient distress.
The work will involve you leading the setup of the support centre developing and implementing processes and procedures establishing a new team coaching staff monitoring performance and ensuring our team delivers exceptional service.
On offer:
- Very attractive salary $150000p.a. super
- Full-time role
- Involvement in the recruitment and onboarding of support centre staff
- Great culture and benefits
Key responsibilities:
- Develop a framework for support centre operations
- Develop and implement processes and procedures to support framework and delivery of service
- Identify operational risks to service and develop mitigation processes
- Review and implement support centre tools and systems for operation
- Assist in the recruitment and onboarding of a diverse support centre team
- Coach mentor and support the team to deliver exceptional service
- Workforce planning including rostering managing the performance and ongoing training requirements of the team
- Develop a methodology for screening escalation and management of complaints
- Liaise with the Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligations
- Create and maintain a collaborative environment to share learnings to ensure continuous improvement
Required:
- Previous experience setting up and managing a call/support centre environment
- Experience managing a team of support centre or customer service representatives
- Excellent communication and interpersonal skills and a customer centric approach
- Strong leadership and proven experience coaching and developing team members
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Knowledge of call centre technology and software
- Ability to analyse data and make data-driven decisions
- Excellent problem-solving and decision-making skills
- A proactive hands-on approach with a focus on finding solutions
If you have the necessary skills and experience and are interested in working with us then wed like to hear from you now.
To Apply
Please upload the following:
- Your CV- specifying relevant skills experience and qualifications (2 pages max) and
- 300-word blurb about yourself and why youd like to take on this role and work with us
Applications close Friday 11 July2025
If you have any questions or would like additional information please email:
Applicants must have full Australian working rights.
Further information about AHA is available at our website:
Agency applications will not be considered.
AHA is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We support flexible and accessible working arrangements for all. This includes people with a disability Aboriginal and Torres Strait Islanders culturally religiously and linguistically diverse people young people older people and people who identify as gay lesbian bisexual transgender intersex or queer. All are encouraged to apply.
Required Experience:
Manager
Employment Type
Full Time
