Job description
Access Care Network Australia
Salary: $89,512.80 plus 11% super, with generous salary packaging benefits of up to $15,899 per year
Position based in Osborne Park, WA to lead our established WA Contact Centre and our newly forming NSW Contact Centre. This is an office-based role.
What is the role?
This is not just any contact centre leadership role. The ACNA Contact Centre is the heartbeat of our organisation. Our team of 30+ client experience professionals provide our 40,000+ clients and 2000+ facilities with our famously warm and enthusiastic telephone and email support.
Most call centres practice tough handle time targets, meaning they are trying to get callers off the phone as quickly as possible. Our priority is creating a fantastic client experience.
Our client experience professionals don’t read from scripts when they interact with customers. We coach them feel confident in their roles and provide the right information to our clients, in the way that suits them best.
As a Team Leader in our Contact Centre, you will play a key role in helping our clients get the support they need to live life their way.
You will bring a relentless commitment to delivering exceptional client experiences, exceptional coaching skills, and a burning desire to lead a team of people to be their best.
A typical week as a Team Leader includes:
- Coaching a team of professionals to deliver really, really great client experiences. That means leading of team of schedulers to roster our workforce of 300+ Assessors who perform over 80,000 assessments a year. It also means helping our 40,000+ clients (when they contact us telephone and email) to get the information and support they need. But it also means rolling up your sleeves and jumping on the phones to help the team when things get busy.
- Creating an amazing work experience. That means structuring your week to include listening to lots of client calls to make sure we’re creating great experiences, creating lots of coaching and learning opportunities for our team, and crunching the numbers to make sure we’re working smart and being the best we can be.
- Helping us do more with less. At ACNA we are conscious with money because we understand it isn’t our money, it is taxpayers. That means we need you to help us make sure we have the right number of people to provide amazing client experiences
- Helping us hire the best. People that are not only the best but people that share our values and believe in our purpose.
- Helping us to challenge the status quo and look for ways to make an even bigger impact.
Who are we looking for?
People will have called you all sort of different names. Authentic. Fun. Genuine. Brilliant. Approachable. A little bit cheeky. Helpful. Caring. Lovely. Relentless.
In your spare time we’re likely to find you daydreaming about new ways to create amazing customer experiences.
On your bookshelf you’ll titles like this…
- Delivering Happiness (our fave book!), Tony Hieh
- The Power of Moments, Chip and Dan Heath
- Bring Out Their Best, Natalie Ashdown
- The Checklist Manifesto, Atul Gawande
- Being Mortal, Atul Gawande
But most of all, you absolutely love building teams of happy, busy people to deliver the best client experiences.
Before starting work with us, as part of the compliance process, you will need to undertake a national police check, complete a pre-placement health questionnaire and undergo reference checks, provide evidence of your COVID-19 and Influenza vaccinations, and have a clearance to work with children/vulnerable people in some cases.
About ACNA
Our charter says…
Access Care Network Australia provides assessment, coordination, and case management services to connect eligible people with supports that build on their strengths.
But don’t let the jargon fool you.
We’re in business to change lives.
We do that by helping our clients (and their families) get the support they need to live life their way.
What does it take to do what we do?
3 things. People. People and people.
First, only hire in the words of our clients – “amazing, beautiful souls” and never break that rule! Our recruitment process is unashamedly tough (and our training even tougher!) because what we do at ACNA is a privilege – not an obligation. We hire people when we are absolutely confident, they’ve got what it takes to make a difference. Think you do? Then join us!
Something else that is good to know about ACNA – we love all ages and all life stages. If you need a little bit of flexibility and want to be part of a team that bubbles with life experiences, that’s us! If your lived experience is as an Aboriginal or Torres Strait Islander person, we would love for you to apply!
Last of all, you need to measure success in people, not data points. We’re yet to find a data point that captures the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. Every day we get a front row seat to amazing client stories that remind us why we’re here (and the life-changing power ofgreat assessments!).
With our focus on people, you might assume we’re anti-technology. Not at all! And in delivering over 400,000 assessments we’ve found technology comes second to the power of conversation.
What makes us tick?
Simple. We want people to be their best.
At ACNA this isn’t something we just write on a poster: ‘being our best’ is a way of life. It’s our credo. It’s a life-long personal commitment to be…
Always learning
Always growing
Always sharing
We can only achieve when our teams are truly reflective of the diverse communities we serve. The more diverse and inclusive our teams are, the better we are at serving people from every background.
Choose ACNA!
We could insert a spiel here demonstrating what a great organisation we are to work for, andinstead we invite you to listen to stories from our team in our Podcast (see here).
We work hard and have contractual KPIs to meet, and we want you to have a great workexperience that leaves ACNA better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team.
Ready to Apply?
Answer the survey by pressing Apply Now.
No letter or response to selection criteria is required. Be ready to attach your CV.
Once you apply, we will check your application and contact you regarding the next stages of the process. We start getting to know you through your application, then if shortlisted, through your group video discussion. We end the process with an activity and interview. You will need to carve out about 2.5 hours for total recruitment activities. We look forward to welcoming our new team members in September 2023!
Questions?
You can learn more about the position, via the position description, attached below.
You can learn more about ACNA here, including our benefits such a flexible working, salary packaging and career opportunities.
If you have anything you would like clarified, you can contact us via [email protected], using the subject line: Team Leader – Client Services and Support enquiry via EthicalJobs.