• Do what you love while helping people live BOLD lives!
• Maximise your operational excellence and creativity to take the next leap
• Working from our Tweed South office

We are seeking a dynamic Virtual Service Area Manager who is passionate about strengthening foundations and partnering with individuals to achieve the best possible outcomes for people with disability.

Our ideal candidate will be a fantastic communicator with the ability to build and foster robust relationships with internal and external stakeholders. You will be highly organised, with the ability to effectively prioritise your workload and manage conflicting priorities.

This role will provide exceptional, timely and professional services to all internal and external stakeholders including Participants and their families, ensuring all interactions leave a lasting positive impression.

Full Time, Fixed Term Contract until the 30th June 2021 – located in our South Tweed offices.

What is involved?

• Oversee the day to day rostering and co-ordination of the Virtual Local Area Coordinator (VLAC), Customer Service Liaison (CSL) and the regional Local Area Coordination teams including monitoring rostered schedules, appointment calendars, travel, and scheduled meetings (internal and external) ensuring all work activity volumes within the Grant Agreement are being met
• Ensure a readily available and appropriately skilled workforce of committed, competent, enthusiastic staff who are passionate about assisting people living with a disability to live their best life and achieve their goals
• Ensure a consistent, holistic and proactive goal-orientated approach to all conversations including planning, implementation and reviews to promote personal capacity building, community participation and independence
• Ensure exemplary provision of support to the Service Area Managers and Local Area Coordinators
• Actively contribute to the development and review of the LAC program service strategy, risk planning and operational planning processes, policy, procedure and guidelines formulation as pertains to NDIA and area of responsibility
• Participate in the development and implementation of robust systems to analyse LAC program performance reports relevant to achieving regional milestones and KPI's set out in the funding agreements and guidelines
• Monitor qualitative and quantitative data and business intelligence reports to ensure Feros Care meets and exceeds KPI's required and mandated by NDIA funding requirements, program guidelines, legislative requirements including Feros Care's internal quality performance measures
• Create and maintain an exceptional team culture where staff feel they can achieve their best life's work at Feros Care

The boxes you must tick:

• 3 - 5 years’ leadership experience in Contact Centres or Support Centres with a strong understanding of the front and back office operation in this environment
• Sound understanding of resource management in a contact centre environment
• Demonstrated experience in workforce planning and leadership, with the ability to create and motivate a positive team environment
• Passion for people management and experience in growing a self-sufficient workforce with high energy, enthusiasm, and commitment to excellence
• Ability to evaluate reports, interpret data, categorise risk, develop and implement sustainable corrective actions
• Ability to think and act at a strategic level and successfully drive and implement change
• Well-developed written and oral communication skills e.g. negotiation skills; facilitation and presentation skills; and preparing reports, presentations and plans
• High level computer skills with the ability to problem solve and address inevitable system interruptions to ensure business continuity
• Ability to travel interstate and stay away from home at least two nights every month if necessary

Qualifications, Certificates and Registrations:

• Unrestricted Australian driver's licence
• A current Working with Children Check or willingness to obtain one

For brownie points:

• Tertiary qualifications in management
• Comprehensive knowledge of the disability sector and the NDIS legislation, frameworks, guidelines and implementation program
• In depth knowledge of NDIS CRM system and NDIS procedures or the proven ability to learn new systems quickly

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Nic Gulliver on 07 5669 0559 (option 3), quoting Ref No. 911037.