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Form of workCall Centre & Customer Service Permanent Melbourne, Victoria Full-Time
Join Our Team in Melbourne! – Director Central Contact Centre
Have you been yearning to work for an organisation that has a genuine impact on the happiness and wellbeing of their customers?
As the Director, Central Contact Centre you’ll join the business at a transformative time and will have the opportunity to establish a central Contact Centre, taking ownership of a significant and high priority initiative.
About Uniting AgeWell
At Uniting AgeWell, our focus is on supporting older people to live in an environment of choice, empowerment and wellness – and to easily access support and care as they choose, to live the life their way. Our customers are at the heart of all we do.
We are a national leader, creating thriving and inclusive communities where innovative, high quality aged care services are delivered with respect and kindness.
We offer a range of home, community and residential care services in many locations in Victoria and Tasmania, our 4,000 staff and 600 volunteers are committed to high quality services and care.
Our values underpin everything we do – how we work, how we behave and how we respond to the needs and aspirations of those we serve, our colleagues and our communities.
Uniting AgeWell provides a workplace culture based on the BEST philosophy – Believe, Excel, Support and Trust.
The Role: Director Central Contact Centre
- Lead the establishment of a central Contact Centre from the ground up, keeping the customer at the heart of every decision you make
- Focus on the development of processes and systems that support customer satisfaction.
- Provide reporting on customer interactions, proactive and reactive
- Provide engagement, coaching and leadership to central Contact Centre staff
- Provide training to support staff
- Work with Marketing and Communications to support campaigns, providing support on key success measures
- Provision of customer insights from calls being taken from central Contact Centre
- Embed continuous improvement culture across centre
About you
- We’d love to find someone who has established and run a Contact Centre previously, however, we would also love to hear from ambitious call centre leaders who are ready to challenge themselves.
- You’ll need high emotional intelligence and the ability to build strong, authentic relationships with people across the business as well as vendors and suppliers.
- As a minimum you would have run a call centre previously and understand the complexities of how a call centre operates in terms of systems and processes.
- Experience of working with a CRM implementation will be advantageous
Why Choose Uniting AgeWell?
Joining Uniting AgeWell isn’t just about a job; it’s an opportunity to be part of a caring, innovative, and forward-thinking organization that’s making a real difference in the world.
We’re guided by our core values:
Kindness
We are compassionate, fair, generous and considerate. We act with empathy and respect for each other and for those to whom we provide care and support. We care from the heart.
Respect
We have due regard for each other, partnering with our customers to achieve their care needs and aspirations. We acknowledge our customers right to flexibility, choice and control. We listen to and understand different views and opinions.
Integrity
We act with honesty and transparency striving to create a just culture. We acknowledge our stewardship and accountability responsibilities and endeavour to develop and maintain trust.
Innovation
We are bold, courageous and adaptable in our pursuit of excellence. We partner with others to enhance the range of services and care that we provide. We encourage new ways of thinking, curiosity and considered risk taking. We learn from our successes and our mistakes, striving to be the best at what we do.
Inclusion
Acknowledging our heritage, we are committed to creating an environment that respects, values and celebrates diversity and equality of opportunity and access. We welcome all.
In addition to working in a values based organisation you will also
- Join one of Victoria’s leading aged care providers in one of the fastest growing industries
- Work in your local community and make a difference to the lives of our residents/clients
- Experience career pathways, education and training opportunities
- Enjoy additional benefits, including salary packaging
Essentials for working in Aged Care:
- A current Working With Children card
- Current and ongoing flu and COVID-19 Vaccinations
- Australian working rights
- Ability to pass a national police clearance
Are you ready to make a positive impact in the lives of older Australians and advance your career as our Director Central Contact Centre? Apply now or call Kris Coulthard on 0434530*** for more information.
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