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LAC Participant Experience Team Leader - Tweed Heads

Social Futures
  • Full time - ongoing contract
  • SCHADS Level 6 + generous salary packaging
  • Tweed Heads based

Are you passionate about making your community more inclusive for people with a disability?

Social Futures is a voice for social change in regional Australia, helping to create connected, resilient communities. With more than 40 years’ industry experience, we are a community service leader, striving to create change through our work across homelessness and housing supports, youth and family services, sector advocacy and programs that promote genuine participation for people with disability. Social Futures currently serves more than 80% of regional New South Wales.

What Social Futures Offers:

  • A flexible and friendly workplace
  • Regular supervision with access to our Employee Assistance Program
  • Permanent ongoing full-time role (38 hours a week 8:30am - 4:30pm Monday to Friday.)
  • Working from Tweed Heads, a stone’s throw from our amazing beaches!
  • The ability to bank and use up to one week of additional leave a year!
  • Ongoing training and the real opportunities for career progression.
  • SCHADS level 6 plus generous salary packaging options that increase your take home pay

The LAC Participant Experience Team Leader supports and leads the Participant Experience Officers and the Participant Experience Local Area Coordinators to achieve optimum levels of service delivery and participant outcomes that are compliant with the contractual requirements of the funder, the National Disability Insurance Agency (NDIA) while supporting staff to continuously improve service delivery and ensuring performance outcomes are met.

The LAC Participant Experience Team are the first point of contact and support for enquires relating to NDIS services and work in a phone, email and video-call based environment. The Team handle all incoming calls and email from Scheme participants, carers, family and community members ensuring first call contact resolution to any enquiries. The team also contacts NDIS participants and books their appointments with our Local Area Coordinators. As Team Leader, you will provide leadership and guidance to your team, mentoring and supporting them to achieve their tasks. The team operates in a high call volume environment with competing priorities and will consistently need to provide the best level experience to our NDIS participants. You will be supported by an experience leadership team and will report directly into the Executive Manager of Disability Inclusion.

To be considered for this position you must possess the following:

  • A positive can-do attitude with a track record of motivating staff and providing an environment where they can thrive
  • Excellent communication skills and the ability to work effectively in a team
  • Outstanding customer service skills and the ability to develop strong relationships, coaching and mentoring staff
  • Proficiency in computer skills at an intermediate level with accurate reporting, data entry etc
  • Experience in meeting customer service related KPIs
  • The ability to meet targets in a high-volume work environment with competing priorities.
  • Demonstrated experience successfully leading a team in a comparable environment, especially in a contact centre or community care or logistics rostering environment.

The following are HIGHLY DESIRABLE but not essential to be successful in the role:

  • Knowledge/experience of working with people with disabilities and their carers, including people with psycho-social disability
  • Experience working in a high-volume target driven environment.
  • Experience working with the NDIS, especially in the Partners in the Community (LAC) program

Social Futures is an equal opportunity employer. Aboriginal and Torres Strait Islander People and people with lived experience of disability are encouraged to apply.

A position description is attached.

How to apply

Apply here.

Applications close 5.00pm Sunday 31 May 2020.

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