Job Title

About usAustralian Healthcare Associates (AHA) is Australia''s largest specialist health and human services consultancy. We invest in people and enjoy industry-leading conditions and low staff turnover.We are currently tendering for work to assist the Department of Health, Disability and Ageing to roll out a new, digital mental health service to support people experiencing mild mental ill-health or transient distress.We''re seeking expressions of interest from individuals with experience establishing a support centre from set-up to ongoing management. If AHA is successful in relation to the tender process, the successful candidate in this EOI process will be offered this position with expected commencement on 1 October 2025.The work will involve you leading the setup of the support centre, developing and implementing processes and procedures, establishing a new team, coaching staff, monitoring performance, and ensuring our team delivers exceptional service.On offer:Very attractive salary $150,000p.a. + superFull-time roleInvolvement in the recruitment and onboarding of support centre staffGreat culture and benefitsKey responsibilities:Develop a framework for support centre operationsDevelop and implement processes and procedures to support framework and delivery of serviceIdentify operational risks to service and develop mitigation processesReview and implement support centre tools and systems for operationAssist in the recruitment and onboarding of a diverse support centre teamCoach, mentor and support the team to deliver exceptional serviceWorkforce planning including rostering, managing the performance and ongoing training requirements of the teamDevelop a methodology for screening, escalation, and management of complaintsLiaise with the Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligationsCreate and maintain a collaborative environment to share learnings to ensure continuous improvementRequired:Previous experience setting up and managing a call/support centre environmentExperience managing a team of support centre or customer service representativesExcellent communication and interpersonal skills and a customer centric approachStrong leadership and proven experience coaching and developing team membersAbility to work in a fast-paced environment and handle multiple tasks simultaneouslyKnowledge of call centre technology and softwareAbility to analyse data and make data-driven decisionsExcellent problem-solving and decision-making skillsA proactive, hands-on approach with a focus on finding solutionsIf you have the necessary skills and experience and are interested in working with us, then wed like to hear from you now.To ApplyPlease upload the following:Your CV- specifying relevant skills, experience and qualifications (2 pages max), and300-word blurb about yourself and why youd like to take on this role and work with usApplications close Friday 11 July2025If you have any questions or would like additional information, please email:recruitment@ahaconsulting.com.auApplicants must have full Australian working rights.Further information about AHA is available at our website: www.ahaconsulting.com.auAgency applications will not be considered.AHA is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We support flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously, and linguistically diverse people, young people, older people, and people who identify as gay, lesbian, bisexual, transgender, intersex, or queer. All are encouraged to apply. #J-18808-Ljbffr