AddressTeam Leader, National Case Management Centre
Full-time (Sydney)
About IDCARE
IDCARE is an award-winning frontline response service provider for individuals impacted by cybercrimes, scams and identity theft. We are the only specialist service in the world that provides a blend of behavioural and pragmatic support to individuals and organisations that need to respond to the theft and misuse of personal and sensitive information. We have helped more than 100,000 Australians and New Zealanders respond to some of the fastest growing crimes impacting our community today.
About the Role
We have a vacancy for a Team Leader to drive the operations of our National Case Management Centre team in Sydney. The position is full-time (Tuesday – Saturday) and requires an onsite presence at our Camperdown office.
IDCARE's National Case Management Centre is the first point of contact for clients engaging our service who need immediate advice and support in responding to identity-related crimes. The National Case Management Centre Team Leader (SYD) is responsible for overseeing and implementing frontline case management capabilities as well as supporting case managers providing treatment to clients. Candidates will need to demonstrate strong leadership and a commitment to developing staff to increase our ability to advance our first contact/first response targets and in realising the commitment made to our Strategic Plan.
Training will be provided to the successful applicant to support development of the necessary knowledge and competencies to effectively perform the role. As part of this you will be required to spend between 2-4 weeks onsite at IDCARE's national headquarters on the Sunshine Coast (QLD) for the initial training upon commencement (working Monday – Friday for the training period). IDCARE will arrange flights, accommodation and provide a daily meal allowance for the training duration.
Team Leader – Key Responsibilities
- Primary to this role is the ability to lead by example through person-centred quality call engagements and consistent attainment of inbound/outbound call KPIs
- Undertaking comprehensive risk assessments and generating tailored response plans for clients
- Managing frontline intake staff and case managers providing client treatment functions
- Performing formal quality reviews and delivering feedback
- Implementing and refining team processes
- Further implement and embed our client treatment strategy and advance on specialist client treatment roles (aftercare, digital response, pilot programs and trials as required)
- Anticipate and respond to opportunities that optimise our client first approach
- Assist with the recruitment, induction, and training of new frontline intake staff members
- Ongoing training to transition frontline intake staff to the case management role
- Actively participate and deliver developmental opportunities for staff involved in client treatments, including external training and ongoing development opportunities
- Engagement in IDCARE Operational and Client First Capability Committees
- Work effectively with other Managers and Team Leaders to ensure that the strategic priorities of IDCARE are delivered
Skills and Attribute Requirements
- Exceptional verbal and written communication skills
- The ability to integrate theories of human behaviour to empathetic and proactive practice
- A proven ability to lead and develop a team in supporting individuals presenting with sensitive and/or complex issues
- Excellent analytical and problem-solving skills
- Lateral thinking skills to make sound decisions whilst under pressure
- Conflict management and resolution skills
- Proficiency with technology and Microsoft 365
- Applicants with qualifications in behavioural sciences will be looked upon favourably
- An understanding of contact centre service techniques (preferred, but not essential)
- An ability to work efficiently whilst navigating competing priorities under time constraints
- The ability to work independently as well as part of a multidisciplinary team
- Strong ethics and integrity in representing our service and maintaining values
Requirements
The successful applicant will be subject to a police background check and working with children check (this will be facilitated if needed, but is a mandatory role requirement)
Reporting Obligations
The successful candidate will work directly to the National Manager of Client Treatment
To Apply:
- Submit a current resume, of no more than 2 pages
- Include a letter of introduction, addressing the skills and attributes requirements
