• Permanent - Full Time
• Location: Eastern suburbs Melbourne VIC

MOIRA provides a range of support services for people with disabilities, families and youths in Melbourne and throughout Victoria. We're a dynamic, fast paced and innovative organisation with a vision that people choose what creates their best future.

As a Pod Leader at MOIRA you’ll lead a team of Customer Relationship Officers to deliver the highest level of customer service to NDIS participants, their carers’ and authorised representatives.

About the role

• Coach and develop your team to meet high performance goals and key performance indicators
• Support your team to successfully navigate ongoing change in a dynamic environment
• Oversee the day to day management of inbound call queues to meet Grade of Service targets
• Actively seek out opportunities for improved efficiencies and the continuous improvement of processes
• Ensure compliance requirements of pod functions are consistently met
• Build effective, strong and positive working relationships with stakeholders including external clients, and internal team members
• Provide front-line customer and technical support to your team of Customer Relationship Officers for all queries in relation to NDIS plan management and the NDIS environment
• Actively promote a safe working environment, to ensure the health and safety of all MOIRA team members.

About you

MOIRA is a values driven organisation, so you'll be aligned to our values of trustworthy, engaging, dignified, curious, innovative and committed.

• Customer centric with a focus on sustainable service outcomes
• An excellent communicator with a passion for coaching and developing your team to be their best
• Motivated, and a team player with loads of energy
• Skilled in contact centre operations including queue management, KPIs and operational systems and methodologies
• Experienced in leading a team and delivering operational objectives
• Solutions focused – you get a kick out of leading your team to resolve complex customer issues
• A life learner with a mindset for ongoing personal and professional development
• Looking to build a career in a leading non-profit organisation

Qualifications & Experience

• A proven track record of effective team leadership and successful oversight of a team’s workflows in a financial, business or operations environment
• A tertiary qualification is preferred but not essential
• Experience and skills in working with people living with disabilities or within the NDIS environment is desirable but not essential – full training will be provided for the successful candidate.

WhyMOIRA?

• Attractive salary and packaging benefits
• Great ongoing training and career development
• Hybrid workplace - flexibility in work location and the ability to work from home
• Team member Wellbeing Program
• First class working culture

Please Note - should you be successful you are required to undergo a:

• Criminal History Check (completed internally)
• Working with Children Check (at the candidate's expense)
• NDIS Workers screening check
• Proof of your eligibility to work in Australia (provide either - birth certificate, passport. VISA, etc)

MOIRA is a child safe organisation which promotes the safety, participation and empowerment of children including those with a disability.

MOIRA is an equal employment opportunity employer who is committed to employing a diverse workforce. We welcome applications from Indigenous people, workers of all ages, people with disabilities and those from culturally and linguistically diverse backgrounds.

If you have any support or access requirements, we encourage you to advise us at time of application. We will then work with you to identify the best way to assist you through the recruitment process.

All personal information will be kept confidential in compliance with relevant privacy legislation.