SERVICE CHANNEL TEAM LEADER
We’re passionate about nurturing careers.
We support new innovation and thinking, and openly collaborate and share new ideas. We’re healthy and active in our lives and wellbeing is encouraged at every level. Our people play an important role in the future of health and healthcare and we believe that working together, we’re stronger.
About Us
ahm is committed to making health insurance more affordable and accessible for more Australians. With hundreds of thousands of members, we offer a simple range of hospital and flexible extras products. Based in Melbourne with a service centre located in Wollongong, ahm has been backed by Australia’s leading private health insurer Medibank Private Limited since 2009.
The Opportunity
As our Service Channel Team Leader within ahm you will actively manage, support and coach customer service staff in efficiently and effectively handling customer telephone enquiries whilst maintaining required performance, customer service and compliance quality standards in line with best practice procedures.
Key responsibilities will include:
Ensuring that customer satisfaction is made a clear priority in the business;
Willing and able to make assertive decisions in regard to policy and procedure considering individual customer/member circumstances;
You will also play a key role in delivering customer, operational, people and financial targets for the centre and be responsible for the operational performance and overall direction of your team; and
Actively supporting and encouraging a collaborative team environment.
About You
To be successful in this role, you will have prior experience in a leadership position within a high volume service environment and a highly developed customer centric attitude and focus. You will have knowledge of performance metrics applicable to a customer servicing environment, preferably within a contact centre. You will also have change management and communications experience.
What We Offer
In return for your hard work we offer a great remuneration package and a range of fantastic benefits. Furthermore, we take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.
ahm is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.
