Perth Radiological Clinic – Osborne Park WA
* Permanent position | Located Osborne Park
* Oversee inbound call centre team of 15 Patient Support Officers
* Make a positive impact on our patient experience
About PRC
Perth Radiological Clinic (PRC) is Western Australia's largest and most established private radiology provider, proudly doctor-owned and serving the community for over 75 years.
With a team of over 1,250 professionals and 130 doctors, we deliver high‐quality diagnostic imaging across more than 20 hospital and community sites, powered by cutting‐edge technology and a commitment to compassionate care.
About the role
We're seeking an experienced and adaptable Team Leader (Patient Support Centre Team Lead) to join Perth Radiological Clinic. Our Patient Support Centre is an inbound contact centre, responsible for providing high‐quality patient care. As a key leader of our Patient Support Officers, you'll oversee day‐to‐day performance and operations of the team.
Key responsibilities
Reporting to the Patient Support Centre Manager, you will:
* Lead, coach and mentor a team of officers
* Monitor performance, quality and service levels in real‐time
* Manage escalations, complex patient enquiries and issue resolution
* Drive team engagement and a positive culture
* Analyse KPI's and data to identify trends and opportunities
* Provide regular feedback to ensure continuous improvement and development
* Onboard new team members, provide training as required and oversee probation targets
About you
You're an experienced professional and team leader within a fast‐paced environment. You bring strong communication skills, a customer‐centred approach, and the drive to contribute to a high‐performing team.
* Strong leadership skills and demonstrated ability to lead, develop and inspire a team
* Relevant experience managing people and performance managing to productivity KPI's
* Proven experience leading a team in a contact centre environment is desirable
* Tertiary level qualification (e.g. bachelor's degree or diploma) in a relevant business discipline is desirable
* Sound understanding of KPI's, metrics and performance drivers
* Well‐developed interpersonal and problem‐solving skills
Financial & career
* Competitive, benchmarked remuneration with regular salary reviews
* Clear opportunities for internal progression and development
* Paid overtime for eligible roles (e.g. 1 in 3 Saturday mornings)
* Discounted PRC services for team members and family
* Comprehensive retail, lifestyle and gym benefits
* Novated leasing options
Leave & flexibility
* 15 weeks paid parental leave
* Flexible working arrangements, where applicable
* Option to purchase additional leaveLong service leave after 7 years
* Subsidised on‐site parking available
* Uniforms provided
* Confidential Employee Assistance Program for you and your family
Recognition & culture
* Annual Excellence Awards
* Peer recognition through 'Thank a Legend' program
* Weekly CEO newsletter and transparent internal comms
* Annual all‐staff Christmas party
* Regular morning teas and team‐building events
We're committed to building a workplace that reflects the diverse community we serve.
We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and individuals from culturally and linguistically diverse backgrounds.
How to apply
To apply, please submit your resume and a brief cover letter outlining your interest and suitability for the role.
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