• Full-time 12-month contract, transition to permanent likely, Sydney CBD (2000) office – easy commute with several transit options minutes away
• Hybrid working with a national remote based team
• Meaningful work, inspirational cause – are you looking to build a career in the NFP sector? Apply now!
• NFP salary packaging and hybrid work environment

About our client

Lifeline Australia is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is a rare opportunity to join one of our country’s most respected charities!

About the role

In this role, you will report to the National Manager, Digital Service and provide oversight and support to a diverse remote team of 20+ direct/indirect reports, ensuring consistency and quality of service as well as smooth operations of the 24/ Digital Crisis Support Service.

• Oversee daily operations of the staff and volunteers with Digital Service - indirectly manage Digital Crisis Supporters and directly manage In-shift Support Supervisors, Sr. Team Leaders, Team Leaders, Coaches and Supervisors across Lifeline Australia Digital Services to ensure the delivery of efficient and responsive crisis support services
• Provide strong leadership and guidance managing a 24/7 service and a diverse, multifunctional team - coaching, mentoring and supporting where needed – focusing on quality, performance, service improvement, and process maturity so that the Crisis Supporter feels supported to be there for Help Seekers
• Collaborate with the National Volunteer Engagement Manager to ensure that service levels are assured through a consistent pipeline of volunteers, recruitment and retention programs
• Be responsible for effectively managing staff and volunteers with the Lifeline national digital services - monitor and evaluate service delivery, noticing trends and proactively identifying and implementing solutions

Essential Requirements

You will have a passion for people management and strong leadership skills, in a customer service/call centre environment.

• Proven success in a team leader or management position, in a call/digital centre environment - leveraging continuous improvement, engaging key stakeholders, enabling internal change, driving performance and quality improvements
• Proven experience in supervising a workforce on a 24/7 roster, working with remote teams a plus
• Ability to proactively implement creative solutions, and engage and motivate others
• Project management skills and ability to lead people and teams with multiple functions on various levels
• Proven ability to problem-solve, anticipate issues/concerns, troubleshoot problems, and effectively delegate as necessary
• Experience in implementing change in a complex organisational setting

Why work for Lifeline?

• Salary Packaging – being a not for profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging
• Paid Parental Leave – 14 weeks paid parental leave
• Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module
• Flexible working – we provide flexibility and support to all employees and encourage work-life balance (currently working a hybrid 2 days in the office)
• Employee Assistance Program – access to free counselling sessions for you and your family
• Beautiful office facilities in central location – including shower facilities

How to Apply

To be considered for this position please click "Apply Now" and submit your resume.

Beaumont People has been retained to recruit this role on behalf of Lifeline Australia. If you have further questions, please get in touch with Kathleen Rutherford at [email protected] or Diana Linde at [email protected] using the subject line: Service Delivery Workforce Support Lead enquiry via EthicalJobs.

There is no closing date for this role, please apply as soon as possible as all applications will be reviewed as they are received.

At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities.

We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.