Team Leader, Customer Contact Team

Ends on 7 April 2024

Our purpose

To protect and improve the safety, health, wellbeing and quality of life of people receiving Australian Government funded aged care.

Our vision

Older Australians trust and have confidence that aged care services protect and enhance their safety, health, wellbeing and quality of life.

Our Role

We are the national end-to-end regulator of aged care services and are focused on delivering a world class sector that safeguards the welfare and rights of consumers. We are invested in engagement and education to:

·      build confidence and trust in aged care

·      empower consumers

·      support providers to comply with quality standards

·      promote best practice service provision.

Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website.

The Group

The Intake and Complaints Resolution Group (ICRG) works with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care.

The Customer Contact Team (CCT) was established in July 2022 and operates within ICRG. The CCT is responsible for receiving and responding to contacts about the quality of aged care services provided by Australian Government approved service providers, or contacts related to the functions of the Commission.

The CCT responds to a range of contact types including enquiries, feedback, complaints and notifications. Contacts are received via a variety of contact channels including phone, email, online and post. The CCT also manages multiple 1800 numbers such as the Food, Nutrition and Dining phone line.

The CCT is staffed by Customer Contact Officers who report to APS6 Team Leaders. Customer Contact Officers are responsible for providing an accessible, efficient, consistent, and user orientated experience in accordance with the Commission’s guidelines and procedures.

The Role 

The Team Leader is responsible for providing leadership and direction to the Customer Contact team members, including providing ongoing supervision, quality assurance, feedback, performance management, training and mentoring, and leading change and process improvement. The Team Leader will work closely with other Team Leaders and take direction from the Assistant Directors regarding operational requirements of the Customer Contact Team and its functions.

As the Team Leader, your responsibilities include:

·      Working collaboratively with other Team Leaders to manage the broader team and build the capability of staff to undertake their roles efficiently.

·      Providing management regular updates regarding workloads, workflows, attendance, and resources to inform performance measures

·      Working constructively with key internal and external stakeholders to achieve outcomes for ICRG and the Commission.

·      Building capability in your individual team environment through coaching, providing performance feedback, conflict resolution, and encouraging career development.

·      Supporting staff to remain resilient when dealing with confronting information, high-volume and changeable workloads.

·      Managing workloads considering agreed priorities to ensure quality and timely outputs and follow directions of senior management.

·      Building and maintaining effective working relationships with internal stakeholders.

·      Working under limited direction against established priorities.

·      Contributing to decision making which may impact the work area.

·      Identifying and responding appropriately to risk.

Our ideal candidate

Our ideal candidate will have strong administrative and organisation skills, as well strong interpersonal skills.

You will demonstrate experience and capability including:

·      The ability to work within the 7am-7pm bandwidth and if required, weekends.

·      Highly developed organisational skills, including the ability to organise workloads, workflows and resources to meet demanding and conflicting priorities.

·      Intermediate to advanced skills in MS Office Word, Excel, Outlook, SharePoint and other MS applications and the ability to quickly learn and effectively operate relevant software information management systems.

·      Attention to detail with strong and clear written and verbal communication skills.

·      A highly motivated, positive, engaged, flexible and resilient approach.

·      The ability to champion strategies and objectives, as well as values and behaviours, and contribute to a positive team environment.

·      Demonstrated or transferrable experience in undertaking and guiding officers in risk assessment using organisational policies and procedures.

·      Strong leadership and management skills and the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactions.

·      Demonstrated ability to work effectively and collaboratively as part of a team to achieve effective outcomes with a focus on consistency and a positive workplace culture.

·      Knowledge of the operations, jurisdiction, practice and procedure of the Aged Care Quality and Safety Commission, or a demonstrated ability to acquire that knowledge quickly.

·      Be an effective representative of the organisation, acting professionally including adhering to APS Values and Code of Conduct.

Desirable Requirements

·      Previous contact centre management or leadership experience

·      Exposure in a Heath Care environment is desired but not essential

·      Previous Aged Care Quality and Safety Commission Complaints experience but not essential.

What you will gain from the experience

·      Be a part of a team that is driving significant transformation and growth of the Commission's frontline services. Being able to see the difference and improvement you are making for the team, internal stake holders, providers, and our consumers.

·      Experience in supporting the Customer Contact Team and our stakeholders in a fast-paced unique contact centre work environment.

Eligibility

To be eligible for these positions you must be an Australian citizen.

Successful candidates will be:

·      Assessed through our pre-employment screening checks, such as an Australian Criminal History Check.

How to apply

Submit an online application through Commission Careers by 11:59pm AEST on Sunday 7 April 2024.

As part of your application, you will need to provide:

·      Your resume (normally three pages maximum)

·      A statement telling us why you are interested in the role and what skills and experience you can bring to the role (no more than 500 words).

You are encouraged to refer to ‘The Role’, ‘Our Ideal Candidate’ sections of this advertisement and the APSC’s Cracking the Code to assist you in drafting your pitch.

Notes

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy development and service delivery. We welcome and actively encourage applications from Aboriginal and Torres Strait Islander people in line with our commitments in our Reconciliation Action Plan.