• Full Time 6 Month Maximum Term Contract

About the Organisation

Make a real difference in the lives of vulnerable Australians with this unique opportunity to provide both corporate expertise and community support. With a focus on people, not profit, Life Without Barriers’ corporate services team partners with our direct support staff, clients, and their families to ensure we continue our mission to change lives for the better.  If a truly inclusive, collaborative, and fast-paced work environment sounds like your next career move, this is an opening not to be missed.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people, and people with mental illness. We work with people who are homeless and refugees and asylum seekers.  Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the role

This is a full time, 6 month maximum term contact, location is flexible. Reporting to the Executive Lead-COVID-19 Response you supervise and manage the COVID Response Call Centre. You will provide guidance, direction and support to a team of call centre operators and ensure that information is collected, and the required action communicated to relevant stakeholders.

You will need to keep up to date with the regularly changing health advice and procedures to ensure LWB supports its employees, our clients and our services.

Key Responsibilities

• Manage and supervise a team of call centre operators in the COVID Response Unit
• Provide leadership and direction to call centre staff regarding policies and procedures
• Plan and execute response protocols when necessary by alerting the relevant teams and stakeholders
• Prepare reports and analyse call centre data to improve processes and maximise efficiency and client satisfaction
• Coordinate rosters including allocation of on-call and weekend shifts to operators where necessary
• respond to all incoming customer calls and emails in a professional and efficient manner
• Where appropriate, escalate or triage calls to the agreed source of truth / expertise
• Log all calls and query type for record keeping purposes and analysis
• Provide feedback to enable other resources (i.e. intranet page, policies and procedures) to be reviewed and kept current

Skills & Experience

• Demonstrated experience providing leadership and support to a team
• Demonstrated experience in relevant area / subject matter that will support the COVID-19 Hotline or working in position within LWB that requires a calm, clear and measured approach to handling queries / customer support
• Strong written and oral communication, interpersonal skills and customer service advice
• Attention to detail and organisational ability
• Working knowledge of relevant LWB policies and procedures (as they relate to COVID-19)
• Ability to provide clear and concise guidance and advice to customer queries
• Willingness to work flexibly as part of a team to meet the changing business and operational needs.
• Proficient ability in the use of the Microsoft Office suite of programs

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).   

Benefits

• Opportunity to work for one of Australia's largest social purpose organisations
• 6 month maximum term contract – location flexible
• Salary packaging benefits & monthly RDO

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including persons with disability that require adjustments, contact [email protected], using the subject line: Manager, COVID Call Centre - Location Flexible enquiry via EthicalJobs.

We are dedicated to playing our part to reduce the spread of COVID-19 and bring continuity of care and support to our clients. With this in mind, if you are successful, we will discuss with you an alternative to a face to face interview.

Life Without Barriers supports the Royal Commission into violence, abuse, neglect and exploitation of people with disability. We believe people with disability need to be heard and for these experiences to influence how support services like ours are delivered. View our statement here (https://bit.ly/2GzZGWA)