Job Title: Service Delivery Manager
Service Delivery Overview
As a Service Delivery Manager, you will lead the customer service team to drive strategic and business objectives while delivering exceptional customer experiences. You will design efficient workflows, processes, and practices to ensure timely and effective responses to customer service-related enquiries.
* Customer intake/onboarding, reviews, maintenance of customer files and registers
* Issue and complaint resolution, 1st and 2nd level customer support, administration support to care teams
* Coordination of Associate Provider services, staff services (shift approvals, leave management)
You will be responsible for providing team leadership, support, and supervision to members of the customer services team, including coaching, training, development, performance management, and feedback.
Requirements
* Tertiary qualifications in Aged Care and/or NDIS, business management or equivalent
* Advanced knowledge of current aged care and/or NDIS related legislation, quality, and safeguarding standards
* Demonstrated experience leading and managing a team, coaching, mentoring, planning, monitoring, and appraising staff performance