Management (Information & Communication Technology)
Full time
Location: Brisbane, Sydney or Melbourne – opportunity for hybrid | flexible working
About usCare Systems is a leading provider of software solutions in the Australian Aged Care, Home Care, Community Support Packages and Disability sectors. We are proud to develop, market, deploy and support our own software solutions that enable our customers to focus on providing care to their residents and community. Our team is located in Brisbane, Sydney and Melbourne, with our Head Office in Brisbane; however, co-workers predominantly work remotely and hybrid. People are at the core of everything we do; our culture is collaborative and inclusive, our co-workers are a highly engaged, high performing team who love what they do and our clients and customers are the reasons we do what we do.
About the roleProviding strong leadership to a team of support, training, technical and administration specialists, the Head of Operations is accountable for ensuring client relationships are proactively managed, resolving issues and managing product demonstrations. The incumbent will possess strong expertise in customer service. This role requires a strategic thinker who can lead teams, enhance operational processes and deliver communications to our customers, as well as manage much of the day-to-day operations.
Reporting to the Executive Director, the Head of Operations is a pivotal role in ensuring the business runs smoothly.
What you will be doingOversee day-to-day operations to ensure smooth and efficient business processes.Develop and implement operational strategies to improve productivity and efficiency.Optimise operational processes and systems to enhance effectiveness, efficiency, and improve service delivery.Collaborate with Business Development to deliver improved services to key accounts and identify new opportunities.Retain and nurture a high performing team that has the customer experience at the heart of every interaction.Establish strong relationships between the customer and the customer success and delivery teams to facilitate effective management and resolution of customer concerns.Manage product demonstrations to potential and existing customers as required.Develop and maintain policies and procedures relating to product delivery and customer support.Maintain oversight of support systems, tools, processes and resources to simplify and optimise efficiency and effectiveness in service delivery.Enhance and standardise internal procedures including monitoring billable and non-billable consulting and associated activities.Proactively manage effective customer and internal communications and be involved in developing our Communications strategy.About youYou possess a good working knowledge of the Aged Care and Home Care industry.You are a strong leader who guides and motivates team members providing clear direction and inspiring collaboration and teamwork.You have excellent planning and organisational skills, particularly in areas of customer support, operations, administration and service delivery.You have outstanding analytical, problem-solving, and decision-making skills.You have the ability to think strategically and execute effectively in a fast-paced, dynamic environment.We would love to hear from you if you have: A minimum of ten years' experience in an Operations leadership role, preferably within the home/community care and/or aged care sectors.Relevant tertiary qualifications in Business Administration, Operations Management or similar.Extensive experience in leading customer support teams, with a focus on improving customer satisfaction and support processes.Deep working knowledge and experience with the following applications or similar: Microsoft Office suite, Zendesk, JIRA or similar.Exceptional communication and interpersonal skills with customers and other external and internal stakeholders.An interest and/or experience in external and internal communications would be highly regarded.What we offerAs well as a competitive salary, you will be challenged and encouraged to innovate. You will collaborate with colleagues who are committed to delivering exceptional experiences for our customers. As we are a small organisation you will benefit from:
Leading Employee Assistance Program with a focus on your health and wellbeing.Having direct access to everyone across the organisation including the key decision-makers.True flexibility – we recognise everyone has different needs both at work and at home and encourage our co-workers to work in a way that produces the best outcomes for their families as well as the business. Work from home or, if in Brisbane, you are welcome to work in our office.Real opportunities to make an impact. Everyone's ideas and contributions are valued and encouraged.All hands on-deck – this leads to self-discovery and innovation. We value everyone's input and ideas. You will be encouraged to work with your strengths and uncover hidden talents.Less red tape and bureaucracy and more conversations.You get to learn different aspects of the business – you might be in one team, but you have the opportunity to work across the entire business. You will enjoy a dynamic environment, where you are encouraged to learn, experiment and try new things.Genuine support for your personal wellbeing and professional development.A culture that is collaborative and inclusive.How to ApplyIf this sounds like you and you want to make a difference to the lives of our clients and customers, please respond by sending your application letter and your CV to: Catherine Brown at:
Only applicants with the right to live and work in Australia will be considered.
Care Systems is an equal opportunity employer. We are committed to ensuring equity in recruitment, development, retention and promotion of co-workers and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply.
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