Carer Gateway Contact Centre Team Leader

New and exciting Full-Time Fixed Term Opportunity (Until June 2024), SCHADS 4.3 + Superannuation + Salary Sacrificing + Leave loading, A rewarding career.

  • New and exciting Full-Time Fixed Term Opportunity (Until June 2024)
  • SCHADS 4.3 + Superannuation + Salary Sacrificing + Leave loading
  • A rewarding career with a nationally recognised provider of mental health and disability services

About Wellways

Wellways Australia exists to help all Australians lead active, fulling and inclusive lives in their community. We achieve this by supporting and working with individuals, families and the community to help them imagine and achieve better lives. We advocate for change to ensure people have access to the best possible care and information when they need it. We provide a wide range of services and assistance for people with mental health issues, disabilities, youth and older Australians and those requiring community care.

About the program

Wellways Australia is the first point of contact for all Australian Government Carer Gateway funded services in South West Sydney and across Queensland, aiming to help carers access practical information and advice and connect with services in their local area. Carer supports and services will be delivered using a network of local Carer Gateway regional service providers Carers and those who provide a caring role to someone in their life who has a disability, mental health issue, chronic health condition, terminal illness or are frail aged. Carer Gateway services will be available to all carers from 6 April 2020.

About the role

Lead the new Carer Gateway Services Contact Centre with your extraordinary leadership skills and commitment to exceptional customer service and experience. Support a team of Carer Support Workers and ensure carers accessing the Carer Gateway receive a quality and responsive service.

Key responsibilities include, however are not limited to:

  • Providing leadership and practical support, coaching and guidance to team members
  • Overseeing Carer Support Workers in the effective delivery of Intake, Assessment and Planning for Carer Services
  • Supporting Carer Support Workers with conflict management and call escalation points
  • Prepare reports and analysing Contact Centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction

Skills & Experience

  • Cert III / IV in relevant discipline
  • Appropriate IT skills
  • Strong organisational, administrative and time management skills
  • Previous experience in Contact Centre leadership in a service delivery environment is desirable
  • Demonstrated knowledge of caring roles and the impact on carers health and wellbeing to determine support requirements
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
  • Availability to participate in out of hours activities as required to undertake the requirements of the role


Pre-employment requirements

  • Evidence of working rights within Australia such as a passport or birth certificate
  • A current valid Driver's License
  • National Police Records Check
  • Working with Children Check (Current or willing to obtain prior to employment)
  • NDIS Code of Conduct

Benefits & Culture

Wellways supports an inclusive approach in both the workplace and community where everyone can imagine and achieve their goals to their fullest potential. This is your opportunity to join a nationally recognised organisation with over 2,000 staff members across 93 sites where you can gain access to ongoing support and opportunity for career development.

  • Join a brand new and supportive team
  • Fortnightly pay
  • Salary packaging up to $15,899 per annum
  • An Employee Assistance Program which aims to support and empower employees and their loved ones
  • Ongoing support and supervision

Applications close 18th March, 2020.

We warmly encourage people from Aboriginal and Torres Strait Islander communities and people with a lived experience of mental health and disability to apply.

Wellways Australia Limited is committed to the safeguarding of children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to their successful appointment.

10/03/2020 $0 South West & M5 Corridor 1 Call Centre & Customer Service
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