Customer Service Team Lead
We are seeking an experienced and motivated team lead to oversee all aspects of customer service, ensuring a high standard of support while developing strategies to retain and grow our customer base.
The role includes supervising a small team, managing systems and processes, and representing the organisation at events and meetings.
Key Responsibilities:
* Develop and implement strategies to support customer recruitment and retention
* Provide frontline service to current and prospective customers, including telephone reception, responding to and managing inbound and outbound calls and emails
* Maintain and improve databases and processes
* Oversee credentialling-related processes, liaise, and perform secretarial functions for committees and interest groups
* Liaise with external bodies, including government agencies and private health insurers
* Lead customer communication and engagement initiatives
* Supervise and support Customer Services staff
* Collaborate across teams to promote customer value and advocacy
* Report on customer metrics and trends
Requirements:
* Demonstrated customer service experience in a customer-based or similar environment
* Excellent written and verbal communication skills
* Strong organisational skills and the ability to manage multiple priorities
* Problem-solving and decision-making capabilities, including the ability to analyse data, assess risks, and recommend solutions
* Proficiency in Microsoft Office, namely Excel and CRM/database systems
* Experience in the not-for-profit/customer-based organisations
* Experience with iMIS Enterprise Management System – Certified iMIS User
* Understanding of credentialling or accreditation processes
* An understanding of Australian privacy and data breach legislation
* Experience with learning management systems
* Meaningful, people-focused work
* Flexible work options, including hybrid arrangements
* Salary packaging benefits up to annually (status)
* Supportive, purpose-driven team environment
Benefits:
* Meaningful, people-focused work
* Flexible work options, including hybrid arrangements
* Salary packaging benefits up to annually (status)
* Supportive, purpose-driven team environment