About the Opportunity

The Customer Service Team Leader provides day-to-day leadership, oversight, and operational management of the CST, ensuring efficient service delivery, compliance, and a client-centred approach across all interactions.

The CST manages all enquiries for Disability and Employment services, facilitates onboarding, maintains accurate participant and financial data, and ensures timely information, referral, and service coordination.

About you

We are looking for someone who can:

• Lead, supervise, and support CST staff to achieve service delivery and performance targets.
• Provide coaching, mentoring, and regular feedback to team members.
• Conduct performance reviews, development planning, and capability building.
• Foster a positive, inclusive, and collaborative team culture.
• Manage team resourcing, rostering, and workflow allocation to meet demand
• Promote a client-centred, trauma-informed approach to service delivery.

Benefits of working with MCM include:

• Diverse and inclusive organisation
• Attractive Salary Packaging benefits
• Supportive learning and development environment
• Culture of continuous improvement

Essential:

• Demonstrated experience in team leadership within customer service, administration, or intake environments.
• Strong understanding of service delivery within disability and/or employment sectors.
• Excellent communication, interpersonal, and stakeholder engagement skills.
• Proven ability to:
  • Lead and develop teams
  • Manage competing priorities and high-volume workflows
  • Resolve complex issues and escalations
  • Highly developed organisational and problem-solving skills.
  • Strong attention to detail and commitment to quality and compliance.
• Proficiency in:
  • Microsoft Office Suite
  • CRM/client management systems
  • Reporting and data analysis tools

Screening Criteria:

• National Police check
• Working with Children check and NDIS Worker Screening check or ability to obtain
• Valid Victorian Drivers license
• Right to Work in Australia

To submit your application, please click ‘Apply Now’ by the closing date.

Applications may close before the deadline, so please apply early. Please include your current resume and cover letter.

Please review the position description attached below to understand more about the role and responsibilities.

If you have any needs throughout the recruitment process that have not already been catered for, we encourage you to contact [email protected] using the subject line: Customer Service Team Leader enquiry via EthicalJobs to let us know how we can better support you to apply.

About MCM

MCM is an inclusive and equal opportunity employer with a strong commitment to safety. MCM embraces differences because we know that diversity and inclusion help us to attract, recruit, engage and retain talented people.

We are a leading not-for profit-for-purpose organisation that offer a broad range of services in Disability, Homelessness, Palliative Care and Education.

Our commitment to Safety

MCM is committed to the safety of its clients and employees, taking a zero-tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.

Our commitment to Diversity, Inclusion & Equity of Access

At MCM we embrace our differences because we know that diversity helps us to innovate and make the biggest impact possible. Our DEI Strategy supports and drives an inclusive workplace culture. We embrace the learning opportunities that come with authentic commitment to equity of access for all. We particularly encourage Aboriginal and Torres Strait Islander candidates to apply.