Team Manager supporting leadership continuity and operational stability in Contact Centres in Joondalup and West Perth. Collaborative role focusing on coaching and performance management for high - quality service.
About the role
- Service Coordinator Manager leading a team of Service Coordinators at HomeMade, an aged care provider. Driving operational excellence and customer satisfaction while fostering a culture of improvement.
Responsibilities
- Lead a high-performing team: Manage, coach, and mentor Service Coordinators and Service Provider Specialists to meet individual and collective performance targets (KPIs).
- Foster a strong culture: Build an environment of accountability, continuous learning, and customer focus.
- Manage team performance: Conduct regular reviews, provide feedback, and plan for future team expansion aligned with business growth.
- Optimise workflows: Continuously review, enhance, and streamline coordination and service provider processes to improve efficiency, meet customer expectations, and ensure provider obligations are met.
- Drive cross-functional synergy: Identify and improve ways of working with other departments to support the team’s success and fill last-minute customer service jobs effectively.
- Advocate for improvement: Use data and 'Voice of the Customer' feedback to identify trends and propose process and service improvements to the wider business.
- Oversee service delivery: Ensure best practices and available technology are used for scheduling, handling last-minute changes, and resolving complex customer escalations.
- Monitor and coach quality: Conduct call monitoring and trend analysis to evaluate the customer journey and provide real-time coaching and support.
- Ensure compliance: Work with the Head of Customer Operations to ensure all service schedules and processes align with business guidelines and Aged Care Quality Standards.
- Maximise funding utilisation: Oversee the management of fully managed customers’ funding to ensure funds are maximised, spent according to guidelines, and aligned with individual care plans.
- Drive commercial efficiency: Identify and implement efficiencies to sustain and improve service margins and profitability.
- Ensure Provider Compliance: Support provider onboarding and manage compliance with the Government Provider Management System registration.
Requirements
- 3+ years of proven leadership and coaching experience managing a team in a service coordination or scheduling (ideally in aged care, health, or community services).
- Proven ability to manage day-to-day scheduling and coordination operations to meet service delivery targets, drive efficiency, and maintain compliance.
- Track record of driving team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
- Experienced in managing escalations, applying sound judgement to balance customer needs, provider obligations, and organisational priorities.
- Strong understanding of operational process improvement and customer service best practices.
- Excellent skills in managing complex escalations and resolving issues effectively.
- Strong analytical and problem-solving skills, with the ability to interpret data and metrics to assess team performance, identify trends, and drive continuous improvement initiatives.
- Continuous improvement mindset, with experience reviewing processes, implementing efficiencies, and enhancing customer and provider experiences.
- Strong interpersonal and communication skills to influence stakeholders, build trust and collaborate effectively across teams and with external stakeholders.
- Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (Highly Regarded)**.**
- Proficient in CRM or scheduling systems (e.g., Salesforce or similar platforms) and confident in leveraging technology to improve service delivery.
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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