About the Role:

Anglicare is seeking a dedicated and experienced Support Team Leader to join our team on a permanent, full-time basis. This pivotal role involves overseeing the coordination of home care services, handling incoming calls, scheduling support, and providing administrative and financial assistance to both the care team and residents.

You will also manage escalations and complaints related to service scheduling and billing, ensuring a high standard of customer satisfaction and operational efficiency.

Accountabilities:

Leadership

• Deliver exceptional customer service across all admin functions.
• Recruit capable staff, build team relations, and develop staff.
• Address underperformance proactively and resolve concerns.
• Monitor Support Officers' KPIs regularly.
• Guide team members in understanding Anglicare's strategy, vision, values, policies, procedures, manuals, guidelines, Aged Care Standards, and reporting requirements.

Operations & Administration

• Accurately collect, complete, and refer resident data in a timely manner.
• Prioritise, monitor, and delegate incoming support requests effectively.
• Execute finance and procurement tasks to a high standard.
• Oversee general administrative duties with efficiency and accuracy.
• Maintain comprehensive and up-to-date resident records.
• Build and sustain strong relationships with internal and external stakeholders.
• Foster a culture of continuous improvement and innovation.
• Contribute to strategic planning and team goal setting.
• Participate in the development of processes, systems, and policy enhancements.
• Participate in a rotating after-hours escalation roster (when needed).

Work Health and Safety

• Manage safety and risk by identifying sources of risk and taking preventative action.
• Monitor and manage legislative requirements.
• Supervise and train staff on risks, controls, escalation, and reporting protocols.
• Use WHSIMS to capture and review incidents, accidents, and hazards.
• Collaborate with HR and Injury Management Coordinators in managing workplace injuries.

Christian Care

• Maintain the organization's Christian values and desired culture.

• Encourage and support opportunities for spiritual support and pastoral care for staff and clients.

Key Skills:

• Effective communication (written and verbal) to all levels of staff and management.
• Strong interpersonal, time management, multi-tasking, negotiation, and problem-solving skills.
• Excellent working relationships and customer service skills.

Qualifications and Experience:

• Knowledge and experience in community-based aged care services.
• Previous management experience in leading and coaching a team.
• Experience in systems and technology applications.
• Experience in designing and implementing customer experience innovations and improvements.

Want to join? We offer:

• Flexible, supportive work environment that provides the opportunity to do your best the most rewarding work of your life
• Opportunities for career progression, professional development and training
• Treehouse benefits and rewards, including discounts to 400 retail, accommodation and entertainment
• Regular individual and group supervision (reflective practice), ongoing 1:1 mentoring, strong team support and a comprehensive induction program
• Fitness Passport with discounts to over 800 gyms for you and your family
• Tax benefits through salary packaging options as a not-for-profit organisation
• A safe and healthy workplace culture
• A fun, supportive, and engaged team

Aboriginal and Torres Strait Islander candidates are encouraged to apply.

Anglicare - Jesus Christ honoured, lives enriched, and communities strengthened.

Anglicare is committed to ensuring the safety and wellbeing of children and young people and has zero tolerance of child abuse.

Applicants are encouraged to apply as soon as possible as applications may close prior to the closing date.