The ideal candidate will be a strategic leader with exceptional customer service skills, able to drive operational excellence and lead high-performing teams.
Job Responsibilities
* Lead and develop Client Services Team Leaders and Officers to deliver first-contact resolution and outstanding client experiences.
* Oversee daily operations including real-time management, planning, and resource allocation.
* Identify and implement business improvement opportunities to enhance service delivery.
* Manage performance through data analysis, reporting, and quality assurance.
* Drive employee engagement, culture, and professional development initiatives.
* Ensure compliance with relevant standards and regulations.
To succeed in this role, the candidate will have:
* 5+ years of managerial experience, ideally in a contact centre or customer service environment.
* Proven leadership skills with the ability to coach, motivate, and inspire teams.
* Strong analytical, communication, and stakeholder management skills.
* Experience in budgeting, performance reporting, and operational planning.
* A clinical background (e.g. Mental Health Nurse) is highly regarded.
* A passion for continuous improvement and delivering high-quality client outcomes.
This is an excellent opportunity for a motivated individual who is passionate about delivering exceptional customer service and leading high-performing teams.