• Location: All Holstep Health sites as required
• Job Type: Permanent Full-Time

YOUR NEW ROLE

Reporting to the Manager Carer Services, you will lead the Intake and Registration team responsible for delivering a high-quality first point of contact experience for Victorian carers accessing the Carer Gateway.

You will provide leadership and support to Senior Registration Officers, ensuring the team delivers an efficient, person-centred and seamless registration experience. Drawing on your contact centre leadership experience, you will oversee daily operations, monitor performance, manage escalations and drive continuous improvement initiatives to ensure carers receive responsive and compassionate support.

As a key member of the Carers Division Leadership Team, you will collaborate closely with internal teams, consortium partners and external stakeholders to deliver safe, effective and high-quality services.

YOU WILL BE RESPONSIBLE FOR:

• Leading and supporting Senior Registration Officers to deliver consistent, efficient and high-quality intake and registration services.
• Monitoring service delivery targets and key performance indicators using contact centre systems and reporting tools.
• Analysing operational data and performance metrics to inform decision-making and continuous improvement initiatives.
• Ensuring compliance with funding requirements, service guidelines, operational procedures and accreditation standards.
• Managing escalated carer and care recipient enquiries, complaints and complex matters.
• Preparing operational and performance reports for senior leadership.
• Working collaboratively with consortium partners and internal stakeholders to ensure integrated service delivery.
• Overseeing emergency respite and after-hours support processes.
• Participating in a rotating on-call roster, including evenings, weekends and public holidays.
• Managing program budgets and resources to ensure sustainable service delivery.
• Supporting workforce planning, recruitment, employee development and performance management.
• Driving a culture of quality, accountability, innovation and continuous improvement.
• Promoting strong risk management, safety and compliance practices across the team.

WHAT YOU NEED TO SUCCEED

To be successful in this role, you will bring:

• Demonstrated experience leading teams within a contact centre, intake, customer service or community services environment.
• Strong leadership skills with the ability to motivate, coach and develop high-performing teams.
• Experience monitoring operational performance and using data to improve service delivery outcomes.
• Excellent stakeholder engagement and relationship management skills.
• Strong problem-solving abilities and experience managing escalated or complex situations.
• Well-developed communication skills with the ability to engage effectively with diverse stakeholders.
• Experience managing competing priorities in a fast-paced environment.
• Sound understanding of quality improvement, risk management and compliance frameworks.
• Experience managing budgets, resources and workforce planning activities.
• A commitment to person-centred service delivery and improving outcomes for carers and communities.

HOW TO APPLY

To apply, submit your CV and a cover letter outlining your experience via the "Apply Now" button.

Please submit the following:

• A cover letter
• Your resume (including two recent referees)
• A response to the key selection criteria (outlined in the position description)

Important Recruitment Notice

Holstep Health will only contact candidates via an official email address ending in @holstephealth.org.au. Any requests for personal information will only occur at the appropriate stage of the recruitment and onboarding process and will be issued via secure systems.

At Holstep Health, we celebrate diversity and inclusion and encourage applications from people of all backgrounds, religions, sexual orientations, ages and genders. We value the unique perspectives each individual brings to our team.