Job Title

Are you an experienced and motivated customer service professional looking to take the next step in your career? Melbourne Audiology Centre (MAC) is seeking a Customer Service Officer (CSO) Team Leader to support and lead our dedicated CSO team across multiple clinic locations.About the RoleAs the CSO Team Leader, you will play a key role in maintaining the high standard of customer service MAC is known for. This full-time role offers a 50/50 split between Team Lead responsibilities and regular CSO duties, with flexibility to adjust depending on business needs.Reporting to the General Manager (GM), you will support CSOs across all MAC branches to ensure efficient processes, quality client interactions, and adherence to internal and government compliance standards. Youll also be a key liaison between the administration and clinical teams, providing support, resolving issues, and contributing to a strong and collaborative workplace culture.This position is ideal for someone who thrives in a team environment, leads by example, and is passionate about continuous improvement and client care.Key ResponsibilitiesTrain and upskill new and existing CSOsProvide guidance and first-line support for CSO and clinician queriesOversee and monitor recall management, including exporting lists and compliance oversightEnsure schedule optimisation and collaborate with site CSOs to manage thisOversee outstanding invoices reporting and resolutionSupporting Hearing Services Program (HSP) complianceSupporting WorkCover complianceAssist with CSO roster planning in coordination with the GMTroubleshoot Customer Relationship Management software issues and provide first-line support to internal staffSupporting monthly CSO meetingsProducing reports as required by GM and FinanceDevelop and document CSO workflowsAre you an experienced and motivated customer service professional looking to take the next step in your career? Melbourne Audiology Centre (MAC) is seeking a Customer Service Officer (CSO) Team Leader to support and lead our dedicated CSO team across multiple clinic locations.About the RoleAs the CSO Team Leader, you will play a key role in maintaining the high standard of customer service MAC is known for. This full-time role offers a 50/50 split between Team Lead responsibilities and regular CSO duties, with flexibility to adjust depending on business needs.Reporting to the General Manager (GM), you will support CSOs across all MAC branches to ensure efficient processes, quality client interactions, and adherence to internal and government compliance standards. Youll also be a key liaison between the administration and clinical teams, providing support, resolving issues, and contributing to a strong and collaborative workplace culture.This position is ideal for someone who thrives in a team environment, leads by example, and is passionate about continuous improvement and client care.Key ResponsibilitiesTeam Leader DutiesTrain and upskill new and existing CSOsProvide guidance and first-line support for CSO and clinician queriesOversee and monitor recall management, including exporting lists and compliance oversightEnsure schedule optimisation and collaborate with site CSOs to manage thisOversee outstanding invoices reporting and resolutionSupporting Hearing Services Program (HSP) complianceSupporting WorkCover complianceAssist with CSO roster planning in coordination with the GMTroubleshoot Customer Relationship Management software issues and provide first-line support to internal staffSupporting monthly CSO meetingsProducing reports as required by GM and FinanceDevelop and document CSO workflowsMaintain CSO SharePoint database structureCustomer Service Officer DutiesWelcome patients in a friendly and professional mannerManage appointments and respond to enquiries across multiple channelsSupporting the day to day clinic of the Clinical teamProcess invoicing for patients and third-party fundersAssist with stock ordering and receivingSupport finance functions as neededAbout YouProven experience in customer service, ideally in a healthcare or clinical environmentPrevious leadership, mentoring or training experience highly regardedUnderstanding of Audiology and related Audiology funding schemes (HSP, WorkCover, NDIS) highly regardedStrong organisational and problem-solving skillsExcellent communication skills and a collaborative approachAbility to manage competing priorities and adapt to business needsConfident using CRMs, Microsoft Office, and other systemsA proactive and supportive mindset aligned with MACs values of clinical excellence, client experience, and teamworkWhy Join Us?Work for an established and values-driven audiology providerBe part of a collaborative, supportive, and growing teamOpportunities for development and career progressionMake a genuine difference in the client experience and team outcomesUnlock job insightsSalary match Number of applicants Skills matchYour application will include the following questions:Which of the following statements best describes your right to work in Australia? How many years'' experience do you have as a Customer Service Representative? Which of the following Microsoft Office products are you experienced with? Do you have experience in administration? Do you have previous invoicing experience? Do you have a current Australian driver''s licence? Do you have a current Police Check (National Police Certificate) for employment? What''s your expected annual base salary? This role is based in Fitzroy (limited parking), with the occasional need to support other sites. Are you happy to reach: 1. Fitzroy via public transport 2. Our other locations as needed (either by car or public transport)? Do you have experience with audiology and audiology funding schemes in Australia? Please elaborate: This position involves a 50/50 split between CSO Team Leader responsibilities and CSO duties. Flexibility between these roles is essential. Are you comfortable with this arrangement?What can I earn as a Customer Service Representative #J-18808-Ljbffr