Progress with purpose at one of Australia's largest health care providers Get ahead with salary packaging, benefits and professional development in a supportive team environment Permanent full-time opportunity Location: Melbourne Flexible working arrangements available About the role Join Our Team as the Calvary Assist Manager!
Are you ready to make a meaningful impact?
At Calvary Assist, we're all about delivering compassionate care to our future residents and clients in Residential Aged Care, Retirement Living, and Home Care.
As the first point of contact, our team plays a crucial role in embodying the Spirit of Calvary, welcoming new residents, clients, and their families with warmth and professionalism.
We're on the lookout for a dynamic Calvary Assist Manager to lead our high-energy contact centre!
In this pivotal role, you'll oversee a talented team of customer relationship coordinators, ensuring we provide top-notch support to customers and our residential sites.
You'll guide families through the process of finding the right home or community, all while assisting with inquiries about general information and hospital services.
As a key player, you'll collaborate with our Customer and Operations teams to implement innovative strategies that attract new customers to our services.
If you're passionate about delivering exceptional customer experiences and fostering a supportive environment, we want to hear from you!
Your main duties will include: Lead, motivate, and develop the contact centre team to foster a high-performing, customer-centric culture. Implement best practices and effective processes to deliver compassionate, high-quality service. Manage scheduling, staffing, and resources to ensure smooth operations and adherence to service level agreements (SLAs). Develop and implement strategies for operational efficiency and continuous improvement. Guide customers through the care model, collaborating with Home Managers and General Managers to enhance their Calvary experience. Support senior managers in achieving customer targets by developing and delivering initiatives. Establish reporting mechanisms to monitor service quality and handle inquiries efficiently. Maintain and effectively use the CRM database to track leads, manage inquiries, and improve conversion rates. About you Essential Demonstrated experience in managing an inbound contact centre, with the proven ability in leading and developing high-performing teams with a strong focus on customer service excellence. Exceptional communication (written and verbal) and interpersonal skills, with an ability to communicate professionally with people at all levels and to operate effectively within a team environment. Proven experience in fostering and building relationships with a range of stakeholders, with the ability to influence and collaborate to deliver on shared goals. Strong strategic and solution-focused thinker with the ability to manage complex situations and drive organisational success. Experience in analysing and reporting on performance metrics, with a focus on continuous improvement. High level of proficiency with various platforms including the Microsoft Office suite, as well as CRM databases and telephony systems. Commitment to working within the vision, mission, and values of Calvary. Desirable Previous experience within the Aged Care, Home Care or Health Care sector. Experience using Salesforce CRM and Amazon Connect. Why work for Calvary? At Calvary, our staff matter.
With over 130 years' experience and 18,000 staff and volunteers, we offer an inclusive and welcoming culture where you are valued, drawing on your own strengths, identity and background alongside a team of professionals who care for our patients, residents and clients.
Your benefits: NFP salary packaging benefits, discounted health insurance and gym memberships Paid parental leave Training, development pathways and career opportunities Flexible hours that make sense for you As we serve the community across Home, Virtual and Residential Aged Care, Retirement Living and Hospitals, one thing sets us apart.
Care from the heart.
If this sounds like you, apply for a role with Calvary today. Please note the following: As part of the application process, you will be required to complete pre-employment checks which may include, but is not limited to reference checks, work rights, criminal history check, NDIS/WWCC/WWVP checks, and a health evaluation to ensure suitability for the role. You will be required to provide evidence of immunisation as required for your role. #J-18808-Ljbffr
