The Opportunity  We are inviting internal expressions of interest for the Customer Service Team Leader – Inner Region position, supporting Customer Service Officers across Ashburton, Belgrave, Doncaster and Lilydale sites. This role plays a vital part in delivering high-quality, safe, and sustainable services at Access Health and Community. Reporting to the Customer Service Manager, the Team Leader will help lead a high-performing, values-driven team by fostering a person-centred culture, supporting staff development, and ensuring efficient service delivery. Key responsibilities include planning and allocating resources, driving team performance, promoting workforce wellbeing, and enhancing the consistency and quality of customer service across the organisation, while upholding confidentiality, encouraging feedback, and modelling respectful and courageous leadership. What you will be doing Key Responsibilities:Lead and support an engaged workforce by championing a person-centred and values-driven culture, communicating effectively to inform, engage and empower our peopleSupport the integration of customer service teams across the organisation to increase consistency and quality of service deliverImplements consumer and employee feedback, community engagement and impact measurement frameworks and tools to ensure continuous improvement of internal and external service provisionContributes to and complies with regulatory, contractual and organisational requirements, including contribution to preparation for accreditation activitiesContributes to the development, review and implementation of policies and procedures to support compliance in providing quality workWith the Customer Service Manager and Safety and Wellbeing Advisor, ensures that designated sites are safe, welcoming and appropriate including facilitating regular safety reviews and emergency drills and addressing allocated actions that result from them What you will bringQualifications in customer service, administration or a number of years of experience in a similar role (desirable)Extensive experience working in a medical or community service environment in a leadership roleExperience in using Microsoft Office Suite, and other software applications such as Titanium desirableTRAKcare, Pracsoft, HICAPS, Medical Director) is essentialDemonstrated experience working with and leading teams across various sitesAttributes Strong communication and interpersonal skillsDemonstrated ability to relate to people from a diverse range of social, cultural and ethnics backgroundsCommitment to continuous quality improvementDemonstrated ability to build and maintain an engaged and positive team cultureEffective time management and prioritisation skills with high level of accuracy and attention to detailDemonstrated ability to work in and lead a team within a customer service environment. Demonstrated behaviours consistent with AccessHC values Express Your InterestWe would like you to provide a statement as to why you think you are suitable for the role using the position description as your guide. Please submit your statement and current resume addressing refer to the Position Description attached. For more information or to discuss this opportunity contact: David Towl Executive Lead Community Access & Impact Email: David.towl@accesshc.org.au Expressions of interest close:   28th April 2025Position Description AUD Ashburton 3147

Customer Service Team Leader Outer -

  • Internal expression of interest Outer region
  • Permanent Full time Customer Service Team Lead
  • Supporting CSO teams in Ashburton, Belgrave, Doncaster, Lilydale sites

The Opportunity 

We are inviting internal expressions of interest for the Customer Service Team Leader – Inner Region position, supporting Customer Service Officers across Ashburton, Belgrave, Doncaster and Lilydale sites. This role plays a vital part in delivering high-quality, safe, and sustainable services at Access Health and Community. Reporting to the Customer Service Manager, the Team Leader will help lead a high-performing, values-driven team by fostering a person-centred culture, supporting staff development, and ensuring efficient service delivery. Key responsibilities include planning and allocating resources, driving team performance, promoting workforce wellbeing, and enhancing the consistency and quality of customer service across the organisation, while upholding confidentiality, encouraging feedback, and modelling respectful and courageous leadership.

 What you will be doing Key Responsibilities:

  • Lead and support an engaged workforce by championing a person-centred and values-driven culture, communicating effectively to inform, engage and empower our people
  • Support the integration of customer service teams across the organisation to increase consistency and quality of service deliver
  • Implements consumer and employee feedback, community engagement and impact measurement frameworks and tools to ensure continuous improvement of internal and external service provision
  • Contributes to and complies with regulatory, contractual and organisational requirements, including contribution to preparation for accreditation activities
  • Contributes to the development, review and implementation of policies and procedures to support compliance in providing quality work
  • With the Customer Service Manager and Safety and Wellbeing Advisor, ensures that designated sites are safe, welcoming and appropriate including facilitating regular safety reviews and emergency drills and addressing allocated actions that result from them

 What you will bring

  • Qualifications in customer service, administration or a number of years of experience in a similar role (desirable)
  • Extensive experience working in a medical or community service environment in a leadership role
  • Experience in using Microsoft Office Suite, and other software applications such as Titanium desirable
  • TRAKcare, Pracsoft, HICAPS, Medical Director) is essential
  • Demonstrated experience working with and leading teams across various sites

Attributes

  • Strong communication and interpersonal skills
  • Demonstrated ability to relate to people from a diverse range of social, cultural and ethnics backgrounds
  • Commitment to continuous quality improvement
  • Demonstrated ability to build and maintain an engaged and positive team culture
  • Effective time management and prioritisation skills with high level of accuracy and attention to detail
  • Demonstrated ability to work in and lead a team within a customer service environment. Demonstrated behaviours consistent with AccessHC values

 Express Your Interest

We would like you to provide a statement as to why you think you are suitable for the role using the position description as your guide. 

Please submit your statement and current resume addressing refer to the Position Description attached. 

For more information or to discuss this opportunity contact: David Towl Executive Lead Community Access & Impact Email: David.towl@accesshc.org.au

 Expressions of interest close:   28th April 2025