Senior Team Leader - Member Experience

New, permanent full time position in dynamic customer service environment, Exciting opportunity to lead and develop a renewed member experience team, Ongoing flexible and working from home arrangements.

Member Experience Senior Team Leader

Latrobe Health Services is an Australian-owned not-for-profit registered private health insurer with more than 84,000 members across Australia. We pride ourselves on providing quality cover for our members, and exceptional service when our members need us.

About the role

  • Unique opportunity in current climate offering permanent, full time position in a dynamic sector
  • Key leadership role supporting a team of member experience consultants across the full member life cycle
  • Accountable for the day-to day performance of the team
  • Focus on quality outcomes and continuous improvement
  • Undertake data analysis, performance reporting and make recommendations for improvements
  • Drive upward, downward and sideways communication to ensure a cohesive approach to achieving outcomes aligned with our strategic objectives
  • Gippsland based organisation with workforce currently working from home - this will continue under a flexible, options and locations for work model  

About you!

  • Energetic with a curious mindset
  • Experienced team leader with a passion for developing self and others
  • Excellent communicator
  • Outcomes focused and deep understanding of end-to-end processes as they relate to customer service, particularly in a contact centre
  • Knowledge of contact centre quality assurance frameworks, best practices and trends
  • Knowledge of needs-based sales techniques and understanding of sales life cycles

About Latrobe Health Services

  • Strong leadership committed to best practice growth and development of our people
  • Recent refocus and alignment of strategic priorities to enable achievement of outcomes including first contact resolution for our customers and members
  • Values driven culture backed up by a culture action plan and an employee driven behavioural code of conduct
  • Strong focus on employee health and well-being including access to an Employee Assistance Program
  • Flexible working arrangements to support our people working through COVID-19 restrictions and beyond

31/08/2020 $0 Gippsland 1 Call Centre & Customer Service
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