The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications, and knowledge to provide safe care are registered.  

The Team Leader, Customer Service Team is responsible for the day-to-day management of the customer service team. This operational position provides leadership and guidance as well as real time performance management, shift/roster oversight, and a proactive approach to emerging issues including responding to enquiries during peak periods. They will also support the Customer Experience manager in the delivery of service objectives and work closely with the  Performance, Quality and Training Coordinator.  

This is an fixed term full-time position and operates on a rotating roster between the hours of 7am to 8pm AEST Monday to Friday. There may be some public holiday work and overtime required at different times of the year to ensure there is national coverage for the service across all time zones.  

We will be shortlisting and interviewing during the advertising period. Should a successful candidate be identified, advertising may cease early.  

Ahpra requires all employees to comply with Ahpra policies, including the Flexible working policy.  

In this role you will:  

• Work in a complex, fast-paced team environment  
• Lead, coach and develop a team of dedicated (and amazing!) Customer Service Officers in the delivery of excellent service  
• Identify workload issues in team and make adjustments – this includes taking a “hands on’ approach when necessary  

You can read more in the role description.

As the ideal candidate, you will demonstrate the following:  

• Previous experience in the leadership of a large team in a complex call centre environment  
• A solid understanding of Call Centre metrics and time management  
• Experience in coaching and performance development of new and current team members  
• Strong judgement with the ability to resolve escalated enquiries  
• Excellent communication both written and verbal  

What we offer:  

• A friendly and supportive working culture with an active social club  
• Discounts on Medibank Private Health Insurance  
• Great work/life balance working in the office (2 days) and from home (3 days)  
• Central location and sophisticated open plan work space in a 5-star rated building  
• Attractive salary of $99,550 per annum plus Superannuation  

To apply:  

Click ‘Apply Now’ to submit your application.  

• Your application must include a current resume and cover letter demonstrating how you qualify as “our ideal candidate" (2 page maximum)   
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process  
• Applications must be submitted by Sunday 26 January 2025 
• For any queries or a confidential discussion regarding this position, please contact [email protected] using the subject line: Team Leader - Customer Service Team enquiry via EthicalJobs.

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks. 

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.  If you have any support or access requirements, we encourage you to advise us at time of application. 

With respect, no agencies please.