Pod Leader - Customer Relations

MOIRA Financial Plan Management (FPM) customers trust us to help them achieve their goals. We make it simple and easy to manage NDIS funds, so that our customers can spend more time focusing on what really matters.
Why MOIRA FPM?
As a MOIRA FPM Pod Leader, you will work with a group of vibrant, dedicated team members guided by a shared set of values and a vision that people choose what creates their best future. MOIRA invests heavily in its culture and team member experience as we strongly believe this is the key to delivering a great experience for those we support. You'll have access to:

• Hybrid working and flexibility for all roles
• Attractive salary and NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits
• Ongoing training and career development with opportunities for professional and personal development
• An innovative and values driven working culture - 98% of our team members would recommend working at MOIRA
• Access to MOIRA Fit - our team member Health and Wellbeing Program, and Employee Assistance Program
• Employee benefits such as proactive health check leave, support for period pain, paid parental leave, cultural holiday swap and more.

About the Role:
The Pod Leader - MOIRA FPM leads a team of Customer Engagement Officers, ensuring they are trained, supported and motivated to provide a consistently superior level of service to our customers. This role would suit an experienced contact centre team leader, or someone looking to step up into a leadership role.
Each day as a MOIRA FPM Pod Leader is different, but your key responsibilities will include:

• Managing the daily operations of the pod effectively to ensure KPIs are met.
• Supervising a team of Customer Engagement Officers to deliver effective and impactful services to NDIS participants and their supports.
• Collaborating with other Pod Leaders to coordinate service delivery in an efficient and effective manner in accordance with business and budget plans.
• Mentoring and supporting team members to ensure resources are appropriately trained and engaged in service provision
• Monitoring team and agent performance against established KPIs
• Liaising with representatives from the National Disability Insurance Agency and service providers.

About you:
We're a values-based organisation and so you are Trustworthy, Engaging, Dignified, Committed, Innovative and Curious.
You are also:

• Energetic, with a drive to make things happen
• Empathetic and a good listener
• Organised to be able to balance competing priorities
• Passionate about excellence in service delivery

Qualifications & Experience:

• A tertiary qualification in Business or equivalent would be highly regarded.
• Experience leading (or a readiness to step up to a leadership role) a team of customer service agents in a contact centre environment.
• Experience in contact centre operations.
• Knowledge of the disability sector and NDIS would be highly regarded but is not mandatory.

Interested?
We know that starting a new job is a big deal. You're nervous - what if it doesn't work out? That's why we have a Culture Guarantee for all new team members at MOIRA. If you want to know more about the role or working in MOIRA FPM, please call 03) 8552 2222 and ask for Nika for a confidential discussion.
Applications close Friday 5 April 2024 at 8pm. We may choose to interview (and hire!) applicants prior to this date so please don't delay in getting your application in.
Should you be successful, you will be required to meet safety screening requirements (including but not limited to):

• Criminal History Check
• Working with Children Check
• National Disability Workers Screening Check
• Provide proof of your eligibility to work in Australia

If you have any support or access requirements, we encourage you to advise us at time of application. We will then work with you to identify the best way to assist you through the recruitment process.
All personal information will be kept confidential in compliance with relevant privacy legislation.
MOIRA is an equal employment opportunity employer, committed to employing a diverse workforce. We welcome applications from Indigenous people, workers of all ages, people with disabilities and those from culturally and linguistically diverse backgrounds.
MOIRA is a child safe organisation which promotes the safety, participation and empowerment of children including those with a disability.