Client Services Team Leader

Our Purpose

We help organisations improve the life health and employment outcomes of a population. While never losing sight of the individual.

Role Purpose

To ensure the effective day-to-day operations of the Client Services team through oversight leadership and coordination. This role exists to maintain service quality optimise workflows and provide leadership continuity ultimately strengthening client relationships and internal team performance.

Please note that the specific tasks listed in this position description are not all inclusive. The tasks listed are to be used as a guide only and other objectives and/or tasks may be agreed from time to time. MedHealth reserves the right to adjust role responsibilities and functions in line with the strategic direction and needs of the business.

Key Duties

• Provide exceptional customer service & product/service information at front house via telephone and email
• Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
• Build sustainable relationships connections and trust with customers & experts through open and interactive communication resolution of issues and delivering on promises
• Supporting the Operations Manager with ad hoc tasks
• Work collaboratively with all departments to support customer and expert needs
• Handle objections by clarifying and offering solutions to reach positive conclusions
• Training of Client Services Specialists and/or LM team to ensure Client Services quality and company objectives are achieved;
• Escalation point for clients and medical experts in relation to business opportunities service enquiries and/or other relevant concerns;
• Daily priority setting and communication to Client Services Specialists team;
• Send weekly email updates to all team members including Management;
• Maintain and Update Client Services Specialists team SOPs and process improvements as required.
• Conduct weekly team huddle meetings with all staff (as required).
• Regular communication with Management;  
• Participation in regular business development updates and training as part of weekly team meetings; 
• Promotion of Lex Medicus on social media; 
• Attending Lex Medicus seminars functions and training days as required; 
• Business development communications with lawyers and clients. 

Services/Operational Outcomes

• Efficient coordination of the Client Services team to achieve workload balance responsiveness and revenue targets. This role ensures strategic priorities are translated into daily operations escalations are resolved effectively and client relationships are safeguarded through skilled negotiation and problem-solving. Success is measured by the teams ability to meet booking and revenue goals improved service turnaround and stability of client confidence in service delivery.

Quality Compliance Risk

• Perform all tasks in accordance with the Quality Management System and actively support team members to do this
• Identify opportunities for innovation and continuous improvement and encourage and foster this focus organisation-wide
• Ensure direct reports fulfil mandatory and professional competency requirements
• Maintain a customer focus at all times and a commitment to deliver service excellence
• Regularly review risks (internal and external) including legislative changes to support business planning and response
• Implement systems and processes to facilitate knowledge management and retention relevant to your role and the business areas you are responsible for

General

• Function as an effective positive team member
• Promote and support practices that are inclusive responsive safe accessible and sustainable
• Champion work health and safety practices and procedures taking reasonable care of your safety and the safety of others
• Adhere to all policy and procedures
• Carry out other reasonable duties as required
• Undertake project work as determined by the business

Leadership

• Lead coach and support the team
• Provide thought leadership on business improvement opportunities and transformation
• Foster a culture aligned to company values
• Develop the capability of your team by providing leadership coaching mentoring feedback and opportunities to learn through formal and informal methods
• Undertake all aspects of the Managing for Excellence program with direct reports

KEY PERFORMANCE INDICATORS

• Conduct regular performance discussions and annual review for all direct reports resulting in actionable development plans for each member.
• Coordinate and communicate clear priorities to the Client Services Team delivering services in line with quality requirements
• Assist the Operations Manager in delivering process improvements and training directly related to the Client Services Team.
• Achieve or exceed budgeted revenue & bookings targets
• Acknowledge escalate service issues within 1 business day and assist in resolving in a timely manner.

Qualifications :

• Legal insurance or medical industry experience highly regarded
• Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service. - essential
• Strong team player leadership experience - essential
• Outstanding organisational skills; including the ability to work accurately with a high attention to detail. Essential
• Excellent communication skills and ability to negotiate successful outcomes with consultants. - Essential

Additional Information :

Why join us

• Corporate benefits including Discounted Health Insurance/Gym Memberships & Travel Perks (Car Hire & Hotel) Novated Leasing Salary Packaging Employment Assistance Program Paid Parental Leave & Purchased Leave.
• Employee Referral Program Be rewarded for successfully recommending great talent.
• Thorough induction ongoing mentorship & tailored professional development plan. Career progression pathways being part of the broader MedHealth group of businesses.

Click on the APPLY button or contact Cassie Butcher to have a confidential discussion. Please call onor email  quoting REF9451L

You are welcome here.

Our fast-growing team of more than 3500 people around Australia represent a huge array of life experiences skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer proudly welcoming people with disability including mental health conditions people from diverse cultural and linguistic backgrounds people from the LGBTQI community veterans carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.
 

Remote Work :

No

Employment Type :

Full-time