• Salary: $83,940 plus 9% super, with generous salary packaging benefits of up to $15,899 per year
• Position based in Osborne Park, WA to lead our local Perth Intake team. This is an office-based role

What is the role?

This is not just any call centre leadership role. Access Hub is the heartbeat of our organisation. Our team of 30+ client experience professionals provide our 40,000+ clients with our famously warm and enthusiastic telephone and email support.

Most call centres practice first-call resolution, meaning they are trying to get callers off the phone as quickly as possible. Our priority is creating a fantastic client experience.   

Our client experience professionals don’t read from scripts when they deal with customers. We coach them to access their heart brains, as opposed to their head brains

As a Team Leader - Intake in our Access Hub you will play a key role in helping our clients (and their families) get the support they need to live life their way.  

You will bring a relentless commitment to delivering exceptional client experiences, exceptional coaching skills, and a burning desire to lead a team of people to be their best.

A typical week as a Team Leader includes:

• Coaching a team of professionals to deliver really, really great client experiences. That means leading of team of schedule and roster our workforce of 300+ assessors. It also means helping our 50,000+ our clients (when they contact us telephone and email) to get the information and support they need. But it also means rolling up your sleeves and jumping on the phones to help the team when things get busy.
• Creating an amazing work experience. That means structuring your week to include listening to lots of client calls to make sure we’re creating great experiences, creating lots of coaching and learning opportunities for our team, and crunching the numbers to make sure we’re working smart. 
• Helping us do more with less. At ACNA we are tight with money because we understand it isn't our money, it is taxpayers. That means we need you to help us make sure we have people to provide amazing client experiences but not too many people that we have people sitting around with nothing to do.
• Helping us hire the best. People that are not only the best but people that share our values and believe in our purpose.
• Helping us to challenge the status quo and look for ways to make an even bigger impact. 

Who are we looking for?

People will have called you all sort of different names. Authentic. Fun. Genuine. Brilliant. Approachable. A little bit cheeky. Helpful. Caring. Lovely. Relentless. 

In your spare time we’re likely to find you daydreaming about new ways to create amazing customer experiences. 

On your bookshelf you’ll titles like this…

• Delivering Happiness (our fav book!), Tony Hieh
• The Power of Moments, Chip and Dan Heath
• Bring Out Their Best, Natalie Ashdown
• The Checklist Manifesto, Atul Gawande
• Being Mortal, Atul Gawande

But most of all, you absolutely love building teams of happy, busy people to deliver the best client experiences.

About ACNA

Our charter says…

Access Care Network Australia provides assessment, coordination and case management services to connect eligible people with supports that build on their strengths.

But don’t let the jargon fool you. 

We're in business to change lives.  

We do that by helping our clients (and their families) get the support they need to live life their way.  

What does it take to do what we do?

3 things. People. People and people. 

First, only hire in the words of clients – “amazing beautiful souls” and never, ever, break that rule! Our recruitment process is unashamedly tough (and our training is even tougher!) because what we do at ACNA is a privilege – not an obligation.  So, we only hire people when we are absolutely confident they’ve got what it takes to make a difference. Think you do?  Then join us!

Second, you need great leaders. Leaders with relentlessly high standards. Leaders that don’t settle for the status quo. Leaders that live and breathe our leadership principles.

Last of all, you need to measure success in people, not data points. We’re yet to find a data point that captures the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. But each and every day we get a front row seat to these amazing client stories that remind us all why we’re here (and the life-changing power of really great assessments!).

With all our focus on people you might get the impression we’re anti-technology.  Not at all! But in delivering over 400,000 assessments we’ve found technology comes second to the power of conversation.

What makes us tick?

Simple. We want people to be their best. 

But at ACNA this isn’t something we just write on a poster: ‘being our best’ is a way of life. It’s our credo. It’s a life-long personal commitment to be…

Always learning

Always growing 

Always sharing

Choose ACNA!

We could insert a spiel here demonstrating what a great organisation we are to work for, but instead we invite you to listen to stories from our team in our Podcast [click here] and read these quotes from some of our team:

“I really love working with you and your team – everyone is so approachable and helpful”

“Looking forward to more wins in the new year : )”

“I feel so special being a part of a legendary bunch of people!”

“so so grateful for this opportunity and the learning.  If it was possible to live in a dream world for a job - this is it! We're living in the perfect job dream world!”

Sure, we work hard and have contractual KPIs to meet, but we also want you to have a great work experience with ACNA and leave us better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team.

Ready to Apply? Well good news, we have even made it easy!

Simply answer the survey we have created to collect all the necessary information by clicking Apply Now. No letter or response to selection criteria is required, but do be ready to attach your CV

Once you apply we will check your application and then contact you about the next stages of the process. Our recruitment process is a little different to most! We use lots of practical activities to give you an opportunity to understand the way of working and your typical day. These activities will run in late October 2021. We look forward to welcoming our new Team Leader in November 2021!

Questions?

You can learn more about the position in the position description attached.

You can learn more about ACNA here including our benefits such a flexible working, salary packaging and career opportunities.

Still have questions?

If you still have some things you would like clarified you can contact us via [email protected] using the subject line: Team Leader - Intake enquiry via EthicalJobs.