Head of Care Services (Customer Experience) Nurse Next Door is a national home care provider that has rapidly grown over the last six years, expanding from one location in Melbourne to 55 franchised locations, servicing 77 territories around the country.
Founded in 2019, Nurse Next Door recently took out the prestigious 2025 Australian Franchisor of the Year.
This recognition reflects the company's unwavering commitment to excellence in home care, continuous innovation and improvement and the trust placed in the brand by thousands of Australian families who rely on its care every day.
We are a purpose-driven business dedicated to delivering flexible in-home care options to those in the aged care and disability sectors, allowing people to live in their own home, on their own terms, for as long as they choose.
An exciting opportunity now exists to join us as our National Head of Care Services - a full time office based role, focused on ensuring our 24/7 Care Services Call Centre is providing exceptional customer service to our Franchise Partners, our clients and our employees.
As the Head of Care Services (Customer Experience), and reporting to the Chief Executive Officer, you will be responsible for leading the Care Services team, driving world class service across customer outcomes, people, operations, and alignment against our "WOW Customer Experience" strategy.
Key responsibilities include: Uplift the capability of your team through effective ongoing development and coaching Ensure you are creating a high performance culture within your team, leading your team in managing inbound client inquiries, caregiver scheduling, and customer support.
Implement and monitor quality assurance programs, ensuring continuous improvement and adherence to service standards, regulatory requirements, and operational policies.
Build staff engagement, ensuring all team members understand their purpose and feel connected with the Care Services strategy Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment) Be a strong change ambassador, ensuring customer experience change is successfully adopted and well understood Advocate for needs across people, customer and operations To be successful in this role, you will have: Prior experience managing a Customer Experience Call Centre team, ideally in a complex, fast paced customer support environment, and preferably with experience with scheduling systems, along with proficiency in G-Suite.
Proven success in operational leadership, managing and mentoring teams while driving improved customer outcomes across multiple channels and enquiry types Problem-Solving Mindset – ability to troubleshoot and resolve issues quickly while maintaining a customer-first approach Ability to stretch the capability of a dynamic team in a high change environment Strong verbal and written communication skills to engage with a wide range of stakeholders on a national level.
Nurse Next Door is an equal opportunities employer and welcomes applications from all qualified candidates.
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