Join our team

About Us:

At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in locations across Victoria and Tasmania, our 5,000+ staff and 600 volunteers are committed to delivering high quality services and care.

Uniting AgeWell provides a workplace culture based on the BEST philosophy – Believe, Excel, Support and Trust – underpinned by our values of Kindness, Respect, Integrity, Innovation and Inclusion, and our customer service charter and promise that shape and inform all that we do. More information is available on the Uniting AgeWell website.

Why choose Uniting AgeWell:

• Join a values-driven organisation and contribute to Uniting AgeWell’s continued growth
• Generous salary packaging options available
• A career with heart – use your skills to make a difference

About the role:

If you are an experienced and motivated customer service leader with a passion for delivering excellent outcomes and making a real difference, this values-driven role will present an exciting opportunity.

The Customer Care Centre Lead is a valued team leader within the Marketing and Community Relations team. Reporting to the Director, Marketing & Communications, the Customer Care Centre Lead will play an integral role in the success of Uniting AgeWell’s customer service and engagement objectives.

The Customer Care Centre Lead will:

• lead the day-to-day operations of the contact centre across phone and email, ensuring timely, consistent and high-quality customer service;
• oversee referrals and intake triage processes, supporting timely completion, accurate information capture and right-first-time handovers;
• drive quality assurance, coaching and continuous improvement to lift team capability, compliance and customer outcomes
• use workforce management, rostering and performance insights to maintain contact centre service levels and support operational
• efficiency; and
• act as a key CRM subject matter expert, helping improve workflows, data quality, reporting and the end-to-end customer experience.

About you:

This is the place for you if you have:

• demonstrated experience leading a customer service or contact centre team in a fast-paced environment
• strong experience in contact centre workforce planning, rostering and service level management
• proven capability in coaching, quality assurance and performance improvement using structured feedback and data insights
• excellent complaint handling, de-escalation and stakeholder management skills
• high digital literacy, including experience with CRM or case management systems, telephony platforms and performance reporting tools
• strong written and verbal communication skills, with accurate documentation and an eye for detail
• excellent organisational, analytical and reporting skills, with the ability to identify trends and drive practical improvement actions

You are also:

• an enthusiastic, authentic and effective team leader and collaborative team member
• calm under pressure, with sound judgement and a solutions-focused approach
• an effective listener who approaches each day with empathy, initiative and an open mind
• committed to being part of a workplace culture based on the BEST way of life

Essentials for working in Aged Care:

• A current Working With Children and Vulnerable People card
• Current and ongoing flu and COVID-19 vaccinations
• Australian working rights
• Ability to pass a national police clearance
• Driver’s licence and own vehicle
• Capacity and willingness to travel throughout Victoria and Tasmania as required

Make a positive difference in your community – apply now!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

For more information please contact the Recruitment Team at Recruitment@unitingagewell.org

We look forward to hearing from you!