Indigo (formerly Independent Living Centre WA) is a leading provider of Assistive technology (devices and equipment), home modifications, therapy, and professional education. We provide tailored allied health and AT solutions to people with disability, seniors, carers, health professionals and educators. Through our customer-centric services we aim to achieve greater independence and inclusion for all.
The Role
With the continued success of Indigo and the GEAT2Go (Goods, Equipment and Assistive Technology) program, we are seeking a passionate and professional Team Lead to join our Aged Care Customer Service call centre.
The Team Lead is responsible for the day-to-day leadership and performance management of a team of Customer Service Officers, operating within call centre environment. The role focuses on coaching, supporting and motivating the team to deliver high-quality, person-centred service outcomes while consistently meeting service levels, quality standards and operational targets.
The duties will include but not limited to:
- Lead a team of customer service officers to provide assessment and recommendation of assistive technology that support individuals to meet their goals, retain their independence and remain living at home.
- Ensure customers of the goods and equipment and home modification programs are reviewed to ensure goals are met prior to discharge from service.
- Develop strategies to ensure customers receive timely and appropriate services to meet their needs.
- Contribute to the development of the service, raise opportunities for innovation and ensure clinical best practice in service delivery.
- Coach, educate, inspire and provide clinical supervision and performance reviews
- Identify any training gaps for individual staff, and through leadership support team members to achieve within their role
- Identify staffing requirements and assisting with recruitment and retention
- Contribute to, and demonstrate by example, the vision, mission and values
The Candidate
- Experience managing a team
- High standard of communication, problem solving, and initiative
- Demonstrated high proficiency in ICT – databases, data analysis, and Office Suite
- Experience in aged care and/or disability services and an understanding of the standards
- Ability to liaise with leaders and key stakeholders both internally and externally
- Call centre environment experience Highly desirable
We Offer
- Rewarding work and being part of a “Values based” organisation – making a difference in people’s lives
- Ongoing support, mentorship, and professional development
- Generous salary packaging, up to an additional $18,549 tax free FBT (including the ability to package relocation expenses for those eligible)
- True work life balance with additional 3.5 days leave (pro-rata) / ability to purchase additional leave.
- Employee Assistance Program for you and your immediate family to access in time of need
- Health & Well-being Program including flu vaccination, EAP support and fun active social committee
Apply
If you are ready to join a supportive team and are passionate about the work you do – Register your interest today by submitting your curriculum vitae and a cover letter, addressing how you meet the work-related requirements (in no more than 2 pages).
Short listing will commence immediately, along with interviewing. We thank you for your interest in Indigo and reserve the right to fill the position before the close date.
A NDIS Worker Screener Check is a pre-requisite for all positions at Indigo.
Only those with the right to live & work in Australia need apply. No agency applications at this time.
Mission: We strive towards our mission of a community in which all abilities are valued, where people have the knowledge, tools, and confidence to participate.
Values: Passion, Integrity, Creativity, Together
We value our people at Indigo and strive to have a positive and adaptive culture, one that aligns with our values; so cultural fit is just as important to us as qualifications, technical skill and experience.
We are committed to equal employment opportunities and embracing diversity and inclusion within our workforce. People from diverse backgrounds including people with disabilities, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds are encouraged to apply. If you require any additional support during the recruitment/interview phase, please contact hr@indigo.org.au
