• Lead and inspire the Customer Service team to support our business and assist customers with mental ill health
• Permanent role | Full time
• Heidelberg Location

Mind Australia is one of the country’s leading community-managed specialist mental health service providers with a range of residential, mobile outreach, centre based and online services. We have been supporting people living with the day-to-day impacts of mental illness, as well as their families, friends and carers for over 40 years.

We provide practical and motivational support that helps people to develop the skills they need to move on, thrive and improve the quality of their lives. It’s an approach to mental health and wellbeing that looks at the whole person in the context of their daily life. Mind is committed to diversity and social inclusion.

About the role

Mind’s Customer Service Centre is a multi-functional program that provides a range of services including managing centralised intake, after hours support, client relationship management, general enquiries, family and carer phone support and information, and customer service. The service centre works collaboratively with operational Service Streams to ensure a seamless experience for our customers.

We are seeking a dedicated, motivated Customer Service Centre Lead for a permanent, full time opportunity in the Customer Service Centre team based in Heidelberg. You will play an integral role in the success of the program by providing effective leadership, coordinating day to day operations and delivering high quality customer service.

Key Responsibilities

• Lead and mentor the Customer Service Centre team to deliver high quality services.
• Guide a high performing team by providing direction and engagement, developing creative solutions and setting performance expectations.
• Collaborate with internal stakeholders and Service Streams to ensure high quality services are delivered to customers.
• Manage and be accountable for achievement of service performance and targets.

What you’ll bring

• Tertiary qualifications (minimum Certificate IV) in Mental Health, Psychology, Social Work, Occupational Therapy or other health-related field.
• Previous experience in a customer facing role with knowledge of working with customers with mental health issues, complex needs and interacting with families and carers.
• Understanding of NDIS, Community Services, Not for Profit and Government sectors.
• Proven leadership and management skills in developing a team and delivering administrative and customer service support.

Benefits

• Attractive Not For Profit Salary Packaging benefits.
• Monthly Rostered Day Off.
• Learning, development and career opportunities.

Interested?

To obtain a position description and apply online visit Jobs@Mind by clicking Apply Now - reference number 14372. Online applications must be submitted by the close. date.

We welcome applications from Indigenous Australians, people with a lived experience of mental ill health and recovery, people with disability, those who identify as LGBTIQ and applicants from culturally and linguistically diverse backgrounds. The successful applicant is required to complete comprehensive reference and background checking prior to employment, including a Working with Children Check and NDIS Worker Screening Check.