About the role

We have an exciting opportunity for a Team Manager to join our phone-based counselling Operations team within our dynamic social health business. In this role, you will work within our service centre, supporting a team of 12 to 15 counsellors who, in turn, support clients via telephone, webchat and video channel counselling. As part of a team that works across a 24/7 schedule, you will provide real-time assistance, and debriefing to counsellors provide crisis supports and managing escalated calls.

Leadership and coaching will be key to your success. You will be a proactive people manager that also brings a strong sense of business acumen to help us deliver on our mission of encouraging people to feel better and create a life worth living.

This is a busy yet rewarding role where you will be required to work a rotating roster that may include evening, overnight and weekend shifts. This role will be required to work from the office with some shifts allocated to working at home.

What you will need to demonstrate

• Relevant tertiary qualification (minimum Bachelor level degree in Psychology, Social Work, Counselling, Social Science or Welfare Studies)
• Knowledge of and experience in crisis counselling and suicide prevention, telephone-based experience preferred
• Demonstrated people leadership skills, including the ability to coach and develop staff and deliver feedback constructively
• Well-developed communication skills, written and verbal, and an ability to effectively lead people through change
• Business acumen, including the ability to understand the commercial drivers of the business and to manage to service KPIs
• A commitment to quality practice through service delivery
• A passion for health, safety and well-being for staff and clients
• The ability to work under pressure and prioritise competing demands.
• Openness to feedback and an ability to apply reflective practice to improve own performance
• Strong computer literacy, including the ability to pick up new systems quickly

Salary and Benefits

• $ 49.50 base hourly rate - Level 7.1 of SCHADS Award
• Generous salary packaging options
• A supportive, friendly and collaborative environment

Successful candidates must have:

• Current National Police Check
• Current Working with Children Check