Job Description
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the HomeMade team.
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers’ lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About the role
An exciting opportunity exists to join our team as a Customer Support Team Lead , helping older Australians live the life they want.
Reporting directly to the Contact Centre Manager, you will be working closely with our customer support team to enable them to deliver personal, friendly, high-quality service experience to our customers.
As the Support Team Lead, you will play a pivotal role in supporting our team and ensuring the continuous improvement of our customer experience. This position requires a high performer with a passion for driving efficiency and delivering exceptional support to our team and customer
Key Responsibilties
- Monitor team performance and drive achievement of KPIs, ensuring high service standards and first-point resolution for customers and service providers.
- Supervise, coach and develop Support Specialists through clear goal setting, regular performance reviews and ongoing feedback, addressing underperformance where required.
- Ensure enquiries, cases and platform tasks are completed accurately and within service levels.
- Step in as a backup team member during leave, breaks or peak periods to maintain continuity of service.
- Lead with clear, consistent communication that builds trust, promotes collaboration and supports the team to adapt in a fast-paced, remote environment.
- Communicate business priorities and performance goals clearly, reviewing progress regularly to deliver on targets.
- Meet reporting requirements across customer service metrics, provider performance, Salesforce and platform activity.
- Build and maintain strong stakeholder relationships to support collaboration and shared outcomes.
- Facilitate regular team meetings focused on performance, process improvements and continuous improvement initiatives.
- Support customers and providers to maximise system use, including successful provider onboarding and engagement.
- Ensure consistent and appropriate service coordination aligned to customers’ selected service levels (Self and Plus).
- Act as the first point of escalation for customers and service providers.
- Ensure adherence to internal policies, procedures and Aged Care regulatory requirements.
- Support the resolution of incidents and complaints in partnership with relevant teams.
- Monitor and uphold quality standards through call reviews, case audits, invoice checks and customer feedback analysis.
Your skills and expertise
- Recent experience leading a customer service team
- Experience working collaboratively with various internal and external stakeholders to achieve business and service level outcomes.
- Excellent communication and leadership skills
- Demonstrated ability to influence change
- Strong problem-solving and decision-making skills
- Excellent time-management and organisational skills
- Confidence using tech systems such as Google Suite, Salesforce, and cloud-based contact software or ability to learn similar systems quickly
- Deep customer empathy
- Resolution-focused
The values we live by
Put People First 🫶🏼
People and relationships matter most.
Foster Freedom 🪁
Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
Do The Right Thing 💖
Be fair, honest, open, ethical, and transparent.
Be Bold 💡
With a vision to imagine and create a brighter future.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
