Support Team Lead

Reporting to the Care Operations Manager, the purpose of the Support Team Lead role is to lead the Support Team who, respond to inbound calls, schedule services, and provide financial and administration support to the care team and residents receiving onsite Anglicare home care services. To manage escalations and complaints regarding the scheduling of resident services or billing in relation to their care services.
In addition, oversee all administrative functions in Care Operations, information flows and inquiries for residents at Woolooware Shores Retirement Village to enable personalized care delivery and lifestyle support. The successful incumbent will initially lead a team of 2 support officers. The team will grow as the business grows.
Key Responsibilities (not limited to):
Ensures the Support Team is led effectively to deliver exceptional customer service across all administrative functions undertaken and ensuring that a solution-based approach is followed in line with Anglicare's Vison Mission and Values.
Ensures staff perform at the highest levels possible through recruiting capable and aligned staff, building effective team relations. Engaging and developing staff by setting expectations, providing praise by recognising good work, taking a coaching approach to feedback on performance and feedback on progress, and developing staff strengths. * Ensure that the team effectively gathers and completes all resident data to a high standard and then refers on to the appropriate person in the relevant program or service in a timely manner.

• Ensure that the monitoring, prioritisation, and delegation of all incoming support requests, through all channels, is actioned and delivered at an exceptional level.
• Ensure that procurement (including contract management) and finance tasks are completed to a high standard including timeliness and accuracy in line with the organisation's processes and procedures and quality reporting requirements.
• Ensures good working relationships are proactively developed and maintained with key stakeholder internally and externally, ensuring that all queries are followed up and completed.
• Review processes and systems to ensure a continuous improvement culture is established and maintained.
• Contributes to strategic planning, forecasting and goals for the Support Team.
• Contributes to the performance of the team by participating in discussions and projects that develop processes, systems, policies, and outcomes across the organisation.

Skills, qualifications and experience needed:

• Knowledge, understanding, previous experience in community based aged care services.
• Previous management experience in leading and coaching a team, gained in a busy environment.
• Experience in systems and technology applications.
• Experience in designing and implementing customer experience innovations and improvements.

Benefits:
Additional training and supervision will be provided | Excellent remuneration package and company benefits! | NFP salary packaging benefits - reducing your taxable income by $15,900 plus an additional $2,650 for salary packaging accommodation, meals and entertainment | A staff rewards program that gives you discounts from over 400 retailers | Fitness Passport
For over 160 years Anglicare has been serving people in need- providing care to older people and services to the vulnerable. We began because of people like you, people who saw a need in the community and who were compelled to make a difference. People motivated by Christian love and a passion to serve. This is where you can do the best work of your life!
For more information please visit:
Aboriginal and Torres Strait Islander candidates are encouraged to apply.
Anglicare - Jesus Christ honoured, lives enriched and communities strengthened
Applicants are encouraged to apply as soon as possible as applications may be reviewed prior to the closing date.