Support Team Lead

📋 Description

• • Are you a passionate and experienced leader with a knack for fostering exceptional customer experiences? Do you thrive in a dynamic environment where you can empower a team to make a real difference in the lives of others? If so, HomeMade, a proud member of the Attain Healthtech Group, is seeking a dedicated and inspiring Support Team Lead to join our Sydney-based operations.
• • At HomeMade, we are on a mission to revolutionize the aged care sector. We believe in empowering older Australians to live life on their own terms, retaining choice and control over their support services. Our innovative technology platform is at the heart of this mission, enabling individuals to create personalized support plans tailored to their unique needs and financial circumstances. By joining HomeMade, you become part of a collective effort to enhance independence, elevate standards of care, and shape a brighter future for the entire support sector.
• • As the Support Team Lead, you will be instrumental in guiding and developing our customer support team. Reporting directly to the Contact Centre Manager, your primary focus will be on enabling your team to deliver personal, friendly, and high-quality service experiences to our valued customers. This role is more than just managing; it's about mentoring, coaching, and cultivating a supportive and high-performing team environment.
• • You will be a key player in driving the continuous improvement of our customer experience. This involves identifying areas for enhancement, implementing best practices, and ensuring that every customer interaction reflects HomeMade's commitment to empathy, efficiency, and excellence. Your leadership will directly impact the satisfaction and well-being of the older Australians we serve.
• • Key responsibilities will include:
• • Leading, mentoring, and coaching a team of customer support representatives to achieve individual and team performance goals.
• • Fostering a positive and collaborative team culture that prioritizes customer-centricity and continuous learning.
• • Monitoring team performance, identifying trends, and implementing strategies to improve service quality, efficiency, and customer satisfaction.
• • Handling escalated customer inquiries and complex issues, providing timely and effective resolutions.
• • Developing and delivering training programs to enhance the skills and knowledge of the support team.
• • Collaborating with other departments to ensure seamless customer journeys and address systemic issues.
• • Contributing to the development and refinement of support processes, tools, and knowledge bases.
• • Ensuring adherence to company policies, procedures, and regulatory requirements.
• • Conducting regular performance reviews and providing constructive feedback to team members.
• • Championing the HomeMade values and mission within the support team and across the organization.
• • This role demands a proactive individual with a strong understanding of customer support principles and a passion for driving efficiency. You will be at the forefront of ensuring our customers receive the compassionate and effective support they deserve, enabling them to live fulfilling lives in their own homes.
• • By joining HomeMade, you are not just taking a job; you are embarking on a career that offers the opportunity to make a tangible and lasting impact. You will be part of a forward-thinking organization that leverages technology to create positive change and genuinely cares about the well-being of its customers and employees. If you are ready to lead, inspire, and contribute to a meaningful cause, we encourage you to apply.
• • We are looking for someone who understands the unique needs of older Australians and is committed to providing them with the highest level of support. Your ability to empathize, problem-solve, and motivate a team will be crucial to your success in this role. Join us in our journey to redefine aged care and empower individuals to live their best lives.