Team Lead – Aged Care Customer Service (Call Centre)

Indigo (formerly Independent Living Centre WA) is a leading provider of Assistive technology (devices and equipment) home modifications therapy and professional education. We provide tailored allied health and AT solutions to people with disability seniors carers health professionals and our customer-centric services we aim to achieve greater independence and inclusion for all.

The Role

With the continued success of Indigo and the GEAT2Go (Goods Equipment and Assistive Technology) program we are seeking a passionate and professional Team Lead to join our Aged Care Customer Service call centre.

The Team Lead is responsible for the day-to-day leadership and performance management of a team of Customer Service Officers operating within call centre environment. The role focuses on coaching supporting and motivating the team to deliver high-quality person-centred service outcomes while consistently meeting service levels quality standards and operational targets.

The duties will include but not limited to:

• Lead a team of customer service officers to provide assessment and recommendation of assistive technology that support individuals to meet their goals retain their independence and remain living at home.
• Ensure customers of the goods and equipment and home modification programs are reviewed to ensure goals are met prior to discharge from service.
• Develop strategies to ensure customers receive timely and appropriate services to meet their needs.
• Contribute to the development of the service raise opportunities for innovation and ensure clinical best practice in service delivery.
• Coach educate inspire and provide clinical supervision and performance reviews
• Identify any training gaps for individual staff and through leadership support team members to achieve within their role
• Identify staffing requirements and assisting with recruitment and retention
• Contribute to and demonstrate by example the vision mission and values

The Candidate

• Experience managing a team
• High standard of communication problem solving and initiative
• Demonstrated high proficiency in ICT databases data analysis and Office Suite
• Experience in aged care and/or disability services and an understanding of the standards
• Ability to liaise with leaders and key stakeholders both internally and externally
• Call centre environment experience Highly desirable

We Offer

• Rewarding work and being part of a Values based organisation making a difference in peoples lives
• Ongoing support mentorship and professional development
• Generoussalary packaging up to an additional $18549 tax free FBT (including the ability to package relocation expenses for those eligible)
• True work life balance with additional 3.5 days leave (pro-rata) / ability to purchase additionalleave.
• Employee Assistance Program for you and your immediate family to access in time of need
• Health & Well-being Program including flu vaccination EAP support and fun active social committee

Apply

If you are ready to join a supportive team and are passionate about the work you do Register your interest today by submitting your curriculum vitaeand a cover letter addressing how you meet the work-related requirements (in nomore than 2 pages).

Short listing will commence immediately along with interviewing. We thank you for your interest in Indigo and reserve the right to fill the position before the close date.

A NDIS Worker Screener Check is a pre-requisite for all positions at Indigo.

Only those with the right to live & work in Australia need apply. No agency applications at this time.

Mission: We strive towards our mission of a community in which all abilities are valued where people have the knowledge tools and confidence to participate.

Values: Passion Integrity Creativity Together

We value our people at Indigo and strive to have a positive and adaptive culture one that aligns with our values; so cultural fit is just as important to us as qualifications technical skill and experience.

We are committed to equal employment opportunities and embracing diversity and inclusion within our workforce. People from diverse backgrounds including people with disabilities Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds are encouraged to apply. If you require any additional support during the recruitment/interview phase please contact