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Customer Support Team Leader

Would you like to work within a values-driven NFP organisation and a close-knit team environment? We are on the search for a Customer Support Team Leader to look after the day-to-day operations of our Customer Care team. You will be able to work with complete autonomy and use your continuous improvement mindset to build a strong foundation for growth.

When you join the Learning Links team you have:

  • Access to our comprehensive people leader development network.
  • An invitation to highly coveted quarterly Professional Development days.
  • Competitive salary PLUS the ability to salary packaging over $18,000.

 About your team

The Customer Care team collaborates closely with our allied health professionals to establish efficient processes for managing children/families seeking support for services regarding their educational development. Our customer care team have been described as angels by our families. You will lead and support this team through an exciting period of growth that we are currently going through at Learning Links.

About your role

The Customer Support Team Leader is an active call centre team member while also supporting the call centre team to provide Learning Links customers with a professional and seamless experience to access a range of products and services.

In this fast-paced and varied team leader-level role, you will oversee all aspects of the customer call centre ensuring the team effectively and efficiently answer customer enquiries, assess requirements, make and change bookings, and provide referrals.

This role is fixed term part time 12 month contract based at Peakhurst working from Monday to Thursday with options for hybrid work or from one of our other network of offices.

Day to day you will:

  • As an active call centre member, you will respond to new and existing customer enquiries and provide accurate advice and information regarding Learning Links products and services including NDIS services, product pricing and related policies.
  • Provide system and product and services training to increase the bench strength of the team.
  • Actively problem solve in relation to all aspects of the customer experience to ensure a high-quality service is consistently provided.
  • Collaborate with cross-functional teams to ensure alignment between call centre operations and Client Services teams, marketing, IT and Finance.
  • Liaise with Program Managers to manage customer vacancies, staff scheduling, complaints, feedback, and marketing requirements.
  • Monitor, analyse, develop, and implement call centre metrics to identify trends, challenges and opportunities for process improvement and support business growth.
  • Strategically improve the customer call centre function to ensure KPI achievement, optimisation, efficiency and streamlined process are in place – ultimately to support an excellent customer experience, every time.
  • Manage and maintain the highest standard of confidentiality, privacy, and security in managing client records IT systems and operational requirements as a healthcare provider including NDIS and Medicare compliance.
  • Adopt a learning and growth mind-set with an eagerness to learn new things and grow as a leader and manager.

Why is Learning Links right for you?

  • Flexible work options (part time, various locations, etc.).
  • Access to an amazing brains-trust of expert colleagues to bounce ideas and discuss best practise.
  • Salary packaging over $18,000 to increase your take home pay.
  • All training and support provided as well as ongoing free professional development.
  • Option to take up a novated lease for a vehicle (the most tax effective option for purchasing and running a new/used car).
  • Hands down the most supportive and welcoming culture around.
  • Career opportunities as you grow! We have opportunities to step up as we grow interstate.

About you

  • Proven experience as a Call Centre Team Leader or similar leadership role.
  • Strong understanding of call centre operations, metrics, and technologies.
  • Excellent leadership skills with the ability to motivate and develop teams.
  • Analytical mindset with the ability to use data to drive decisions and improvements.
  • Exceptional communication skills, both written and verbal.
  • Effective understanding and use of multiple IT platforms such as word, excel, outlook, (CRM or salesforce desirable).
  • Strong problem-solving and decision-making abilities.
  • Customer-centric approach with a commitment to delivering exceptional service.
  • Adaptability to changing circumstances and business needs.
  • Excellent organisational and time management skills.
  • Current Working with Children Check or happy to obtain one.
  • Commitment to working in partnership with families and other professionals.

 About Learning Links

Learning Links have over 50 years’ experience in providing evidence-based therapy, education, and support services to help children build the skills and confidence to learn, develop and thrive. We work in close collaboration with parents, professionals, and schools to work towards our vision of creating a community where difficulties learning is no longer a barrier to a fulfilling life.

Diversity, Equity and Inclusion as well as creating a sense of belonging is important to us and you will have a structured and detailed onboarding program to give you a great start in understanding the culture.

Child safety is top priority for us, and we are a child safe organisation. You will be asked to undergo a NDIS Worker Screening Check and Working with Children Check.

For further information about Learning Links and a Position Description please click on the link here https://www.learninglinks.org.au/career/ to the careers page.