Job Description About the role As our Call Centre Team Leader, you will guide a team providing essential support to NDIS participants, families, and referrers. You’ll ensure every interaction is timely, accurate, and empathetic—reflecting our commitment to high‑quality, person‑centred service. You will coach and develop your team, manage service timeframes, monitor quality, resolve escalations, and champion continuous improvement. You’ll also help maintain strong alignment with our policies, processes, and service expectations so participants always feel supported and informed. What you will do • Lead day‑to‑day call centre operations to meet service levels and participant needs • Set performance targets and provide coaching for consistent, high-quality service • Monitor call quality, customer experience, and adherence to procedures • Manage workflow allocation, rostering, and shift coverage • Handle complex enquiries, complaints, and escalations with empathy and professionalism • Support recruitment, onboarding, training, and capability development • Produce reporting, identify trends, and recommend service improvements • Foster a positive, participant‑centred team culture About you • Experience leading call centre or customer service teams (community or health sectors welcomed) • Comfortable supporting blended onshore and offshore teams • Strong communicator with a calm, solutions‑focused approach • Organised, adaptable, and motivated by continuous improvement • Understanding of the NDIS, disability services, or allied health (advantageous) Why join us? If you want to lead a team that values simplicity, tenacity, collaboration, and exceptional customer experience—and you care about making a difference for people with disability—we’d love to hear from you.
