Have you successfully led teams to deliver excellent customer service? We’re looking for a Customer Service Manager to lead our dynamic Customer Service Team and help deliver exceptional care outcomes across Australia.
About Mobility
Mobility has developed an innovative mobile app and online platform that revolutionises the way home care is delivered in Australia, connecting those requiring home care such as, People with a Disability and Older Australians with verified support workers in their local area.
Mobility puts the control back in the hands of the participant with streamlined browsing, booking, scheduling, appointment tracking, compliance, and seamless payment all in one place. We offer transparency, so that the initial complexities and ongoing responsibilities of funding packages like the NDIS doesn’t get in the way of our clients living their best lives. See more about mobility www.mobility.com.au
About the Role
The Customer Service Manager is responsible for providing leadership, guidance and coaching to the Customer Service Team. The purpose of the role is to drive the team to deliver excellent customer service to key stakeholders in the Aged Care and Disability space, assisting them to book workers and services via the Mobility platform.
You will work closely with the National Operations Manager to evolve Mobility’s Customer Experience (CX) design and improve execution and consistency for Mobility stakeholders.
The first 2 weeks are in the CBD Melbourne office full time and after that a hybrid arrangement.
Key Responsibilities
- Design and set up the team and operations with a growth and scalable mindset
- Plan and assign operational tasks for the Rostering Team daily
- Provide forecast planning and contingency planning for all business scenarios by actively anticipating factors that will impact volumes and implement mitigating actions
- Deliver and implement initiatives including development of team KPIs, call scripting, system optimisation, reward and recognition program
- Be key contributor to business growth strategy
- Be a point of escalation for customer service issues to the Leadership Team
- Manage email queues, identifying priorities and delegating where necessary
- Provide reporting on team performance to the Leadership Team including feedback on opportunities for business growth and operational efficiencies
- Develop and maintain strong professional relationships with external stakeholders
- Ensure compliance with funding and regulatory requirements
- Collaborate with internal teams to meet KPIs and drive revenue
What You’ll Bring
- Knowledge or experience of Aged Care and NDIS is desirable
- A proactive, “can-do” attitude with a drive to grow business
- A dedication to deliver best-in-class customer service with Customer Experience mapping desirable
- Experience in leading teams in high-volume call environments (inbound/outbound)
- Strong time management and multitasking skills
- Ability to use multiple technology platforms and systems
- Excellent verbal and written communication skills
- Ability to remain calm and solution-focused under pressure
- Comfortable working with performance targets and KPIs
Why Join Us?
- Be part of a supportive, values-driven team
- Make a meaningful impact in the disability and aged care support sectors
- Enjoy ongoing training and professional development
- Work in a collaborative and inclusive environment
What We Offer
- A flexible hybrid work model
- A supportive, inclusive, and friendly team environment.
- The opportunity to make a meaningful impact in the lives of people with disability and older Australians.
- Ongoing training, career development, and progression opportunities.
- Access to a comprehensive Employee Assistance Program.
- Discounts with major retailers and corporate health insurance rates.
Application Process
If you have the energy and passion for this exciting role, join us on our journey and make a positive difference!
Successful applicants will be required to undergo an NDIS Worker Screening Check and employment reference check. *Costs for the NDIS screening will be reimbursed on your employment start date.
Mobility embraces diversity and is an equal opportunity employer. We welcome applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disability.
