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Team Lead (Financial Capability Intake) - Telephone & Online

Good Shepherd Australia New Zealand
  • Newly created position in a growing national program
  • Work from home (VIC, NSW or QLD)
  • Full Time until 31 January 2022
  • $92,259 - $96,330 + super & generous salary packaging benefits available

Good Shepherd

Our strategy outlines the world we want to see and our role advancing in it. It also speaks to the positive impact we will deliver to support women, girls and families to be safe, secure, strong and connected. We are committed to tackling the issues of our time which adversely affect them. We work to advance equity and social justice and support our communities to thrive.

We seek to increase economic participation and wellbeing, to build resilience, improve safety and bring about system change. We offer microfinance programs and products, financial counselling and coaching, family violence support, parenting programs and playgroups, education programs and community houses. These services are complemented by research and advocacy to address the underlying structural causes of injustice, exclusion, and inequality.

About the role

Lead a team of Financial Capability Intake Officers responsible for receiving and triaging calls in a structured telephone and online environment; ensuring Officers take a client-directed approach that empowers and supports clients to tell their story, and refer clients to Good Shepherd services and partners as is appropriate to their circumstance.

As a Good Shepherd Financial Capability Intake Lead you will:

  • Lead a team of Financial Capability Intake Officers responsible for receiving and triaging calls in a structured telephone and online environment; ensuring Officers take a client-directed approach that empowers and supports clients to tell their story, and refer clients to Good Shepherd services and partners as is appropriate to their circumstance.
  • Monitor and make recommendation on how to improve the client experience and implement changes as agreed with the Contact Centre Manager.
  • Ensure team members deliver a supportive, friendly and empathetic service at all times, including when collecting information in the loan origination system.
  • Step in and support clients where and as the need arises.
  • Through coaching and ongoing development, support the team to:
    • Lead a conversation through a trauma informed lens; ensure they have empathy for the challenges faced by people with varied lived experience; and they take a situational approach with each person.
    • Be able to recognise personal risk factors that may indicate family violence, mental health distress or child abuse and neglect; prioritise, triage and refer to other sources of support and assistance in alignment with the client’s goals.
    • Be culturally sensitive and aware and be able adapt their practice to accommodate the diverse needs, background and identify of each individual.
  • Always comply with GSANZ policy, procedure and code of conduct.

About you

To be successful in this position, you will possess:

  • Demonstrated experience working in client centred model in community services, health, disability services or an area working with disadvantaged/vulnerable clients
  • Demonstrated experience in leading a team of people in a flexible workforce model or contact centre.
  • Demonstrated understanding of a trauma informed approach and able to work with clients that are experiencing financial crisis, neglect, abuse, domestic violence, disability, and mental health
  • Demonstrated capacity to work flexibly and respectfully with a diverse range of people with complex needs, including people with cultural, gendered, social and economically diverse backgrounds, who experience health concerns or disabilities, carers and people who have not previously accessed a community services system
  • Strong communication, negotiation and advocacy skills
  • Strong commitment to and capacity for teamwork, collaboration and networking
  • Commitment to the use of supervision, client and colleague feedback and professional development to continually improve practice
  • A satisfactory National Police Check
  • A satisfactory International Police Check (if you have resided outside of Australia within the last 5 years)
  • A current Employee Working with Children’s Check (WWCC) or state equivalent

Why Good Shepherd?

At Good Shepherd, each member of our team is valued, we strive to support people to grow both personally and professionally. We offer generous conditions and flexible working hours to support employees to balance their personal and work life.

Benefits include:

  • Salary packaging (which can add up to $18,000 in tax-free pay per year)
  • Paid study leave
  • Paid parental leave
  • Gifted leave at Christmas and Easter
  • Additional purchased annual leave
  • Flexible work hours/working from home where possible
  • Long service leave due after 10 years, with access after seven
  • Employee Assistance Program, a free and confidential counselling service

To find out more about the role and to review the position description please explore our website: www.goodshep.org.au

How to apply

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