The OpportunityThis is a fantastic opportunity to join our thriving health care organisation, which has served our communities for over 150 years. We take pride at Access Health and Community in providing equitable, accessible, and high-quality care to all. We value our workforce and are proud of our collaborative, respectful, and engaging team culture.This is a newly created role that will report to the Senior Manager Client Support and will be responsible for ensuring that customers have a consistently positive experience when accessing services, as well as making sure that our sites are a safe, welcoming, and an appropriate environment for our people and customers. This is accomplished by leading a team of Customer Service Officers to provide excellent customer service, effective administrative support to operations, and coordination of site initiatives and activities.This position will be based in one of our key offices (Richmond, Hawthorn or Doncaster) but will be expected to travel regularly between all 18 premises. ResponsibilitiesCreate, implement, and review team procedures to ensure they incorporate best practices in customer service and align with current policies and procedures.Conduct regular KPI checks against the Customer Service Officer’s financial and service performance, and regularly report back to the Management team. Embed a customer service culture within the team through effective leadership, mentoring and coaching. Act as an escalation point for customer complaints and provide effective complaint resolution. Roster and allocate team resources to ensure appropriate coverage of all sitesProvides leadership to the Customer Service Officer’s in accordance with the organisation’s purpose and strategic planDevelop and manage budgets effectively including the management of resource allocationParticipate in organisational activities and role model the values of the organisation to all Lead quality improvement activitiesSee Position Description for more information. What you bringA minimum of 3+ years’ experience working in a customer service oriented environment, preferably in the health sectors.Outstanding operational management skills with the ability to participate in a performance driven environmentWell-developed interpersonal and written communication skillsExperience working with CALD, Aged and clients with a disability and drawing on interpersonal skills and tools to assist clients from a variety of cultures, religions, and socio-economic circumstancesAbility to deliver results and meet and exceed customer expectationsSensitivity to challenges relating to service delivery to our customers with a high level of cultural diversityAbility to coach, train and mentor with a diverse range of audiences in an informative, engaging, and persuasive mannerAbility to work with multiple agencies and stakeholders as requiredExperience of developing systems and processes that embed excellent customer serviceA desire to join a team committed to the care of others in a values based organisationAbility to build a positive team culture that aligns with AccessHC valuesA desire to be part of a team dedicated to helping others in a values based organisation Key skills and attributes Exceptional customer service skills Demonstrated knowledge of work health and safety Strong communication and interpersonal skills High level of cultural sensitivity and awareness Experience implementing continuous quality improvement initiatives Effective time management and prioritisation skills Strong problem solving and negotiation skills Demonstrated ability to foster a strong team culture Demonstrated behaviours consistent with AccessHC values Culture and BenefitsThis is an excellent opportunity to be a part of a progressive not for profit health organisation.We offer:Paid parental leaveAnnual leave loadingSalary packagingCareer progressionFlexible working arrangementsTraining & Skills development RemunerationThis position will be paid at M&A Grade 4 (Above EBA Classification pay rate): Victorian Stand-alone Community Health Services (Health and Allied Services, Managers and Administrative Officers) Multiple Enterprise Agreement 2018-2022. About Access Health & CommunityAccess Health and Community (AccessHC) has a proud 150 year history of providing healthcare and social support. As the oldest community health service in Australia; we have always focussed on providing services to people and families in social and financial need. Our services are available to everyone in the community. The main locations are in the Cities of Boroondara, Manningham and Yarra.At Access Health and Community we employ over 300 staff across our services and care for more than 30,000 patients and clients every year with over 80,000 appointments.Our purpose statement is both simple and powerful at once "Building healthier lives together"For more information about AccessHC please visit www.accesshc.org.au How to ApplyPlease submit your application here including your resume and a cover letter addressing the key selection criteria. Please refer to the position description on the website for the key selection criteria and further information: https://accesshc.org.au/careers/ For more information regarding your application please email:Senior Manager Client Services - Robyn Pearson – robyn.pearson@accesshc.org.au Applications Close - 4th of June 2022 Access Health and Community is a Child Safe OrganisationAccess Health and Community is committed to protecting the health and safety of our workers and those who attend our services. As per Access policy and the Victorian Government public health order, successful applicants will need to provide evidence of their COVID Vaccination prior to appointment.Access Health and Community is a provider of disability services. Successful applicants will be required to undertake a NDIS Screening Check and if necessary, an International Police check prior to any appointment. Access Health and Community actively encourages applications from Aboriginal peoples and people from a culturally and/or linguistically diverse background Position Description AUDMelbourne3004