Customer Service Team Leader Job in Sydney NSW at Australian Health Practitioner Regulation Agency (AHPRA) –

Job no: V12198

Work type: Fixed Term Full Time

Location: Sydney

Categories: Management

The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications, and knowledge to provide safe care are registered.

The Team Leader, Customer Service Team is responsible for the day-to-day management of the customer service team. This operational position provides leadership and guidance as well as real time performance management, shift/roster oversight, and a proactive approach to emerging issues including responding to enquiries during peak periods. They will also support the Customer Experience manager in the delivery of service objectives and work closely with the Performance, Quality and Training Coordinator.

This is a 12 month fixed term/full-time position and operates on a rotating roster between the hours of 7am to 8pm AEST Monday to Friday. There may be some public holiday work and overtime required at different times of the year to ensure there is national coverage for the service across all time zones.

In this role you will:
Work in a complex, fast-paced team environment

Lead, coach and develop a team of Customer Service Officers in the delivery of excellent service

Identify workload issues in team and make adjustments – this includes taking a “hands on’ approach when necessary

As the ideal candidate, you will demonstrate the following:
Previous experience in the leadership of a large team in a complex call centre environment

A solid understanding of Call Centre metrics and time management

Experience in coaching and performance development of new and current team members

Strong judgement with the ability to resolve escalated enquiries

Excellent communication both written and verbal

What we offer:
A friendly and supportive working culture with an active social club

Discounts on Medibank Private Health Insurance and selected gym memberships

Work/life balance, working from both office (2 days) and from home (3 days)

Central location and sophisticated open plan work space in a 5-star rated building

Attractive salary of $91,547 per annum plus 10% Superannuation

To apply:
Click ‘Apply for this job’ to submit your application.

Your application must include a current resume and cover letter demonstrating how you qualify as “our ideal candidate” (2 page maximum)

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process

Applications must be submitted by Sunday 12th December 11:55pm AEDT

For any queries or a confidential discussion regarding this position, please contact Melita Fusco at Melita.Fusco@ahpra.gov.au

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks.

Ahpra requires all employees to comply with Ahpra policies, including the COVID-19 Vaccination policy and Flexible working policy.

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. If you have any support or access requirements, we encourage you to advise us at time of application.

With respect, no agencies please.

Applications close: 12 Dec 2021 AUS Eastern Daylight Time

About the Company

Company: Australian Health Practitioner Regulation Agency (AHPRA) –

Company Location:  Sydney NSW

Estimated Salary:

About Australian Health Practitioner Regulation Agency (AHPRA) -