AddressShowcase your people leaderships skills and join a company committed to assisting people living with a disability reach their potential.
• Hybrid work model
• Ongoing full time position
• Frontline management opportunity
The Team Manager leads a dedicated team assisting NDIS plan managed participants and providers navigate a range of issues related to plan management.
About us:
NDSP Plan Managers is a NDIS registered independent and specialist plan management company providing support services to NDIS participants in all states and territories, who choose to plan-manage their funding.
NDSP is part of the MPM Group, which operate as My Plan Manager (MPM) and National Disability Support Partners (NDSP). We are the largest plan management provider in Australia.
Our vision is to create an inclusive Australia that embraces diversity and enables everyone to reach their potential. We continue to advocate for choice and control for people living with disability and in doing so, are a leader in the plan management sector, reducing the barriers for people with disability and enabling a more inclusive Australia.
Collectively we support over 60,000 clients and employ over 550 people from around Australia, bringing together different cultures and experiences to support people living with disability.
About the role:
The Team Manager has day to day responsibility for a team and is responsible for ensuring they provide quality services to clients through:
- Allocation of work and monitoring and managing work loads through the day to meet service levels and KPIs.
- Coaching and mentoring staff to improve customer service and improve knowledge.
- Acting as an escalation point for clients and resolving complaints.
- Acting as a conduit between senior management and the team to implement process changes.
- Identifying trends and issues and work collaboratively with other teams and managers to resolve.
- Working with individual members of the team to identify strengths and areas for development.
- Championing a continuous improvement client centred culture.
About you:
We are looking for an experienced people leader with the experience and knowledge in the following areas:
- Experience working in a team leadership role within transactional call centre environments, and able to demonstrate a successful track record of customer experience leadership.
- Strong analytical skills, able to identify and capitalise on opportunities for continuous improvement.
- Excellent customer service skills, and the ability to coach and mentor team members in developing these skills so that they can achieve high levels of performance.
- Ability to handle high pressure environments, remaining calm, courteous and methodical while demonstrating empathy to the customer as well as a determined and focused results orientation.
- Adaptable management style with the ability to bring the best out of each team member.
- Track record or a pragmatic and analytical approach to resolving problems as they arise.
- Ability to work collaboratively with other managers to improve outcomes across the business.
If this sounds like you, please apply now.
Don't miss this opportunity to be a part of a dynamic team that values your skills and offers a pathway to success. Take the first step towards starting an exciting and rewarding career with NDSP!
NDSP embraces equal opportunity and promotes diversity by recognising the worth that every individual brings to our workplace and to society in general. We encourage people with disability, Aboriginal and Torres Strait Islander peoples and people of all backgrounds, ages, gender and sexual orientation to apply.
Apply now, as our screening process will commence immediately.
Application Closing Date 30 May 2024.
