Mable is hiring a
Support Partner Team Lead, Remote - Australia
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Summary
The job is for a full-time permanent Support Partner Team Lead at HomeMade, a health-tech start-up specializing in self-management home care. The role involves leading the Support Partner team, supervising and mentoring direct reports, delivering high-quality customer support, and maintaining oversight over Support Partner work.
Requirements
- Tertiary qualifications
- Demonstrated experience in Home and Community Care, ideally with Aged care experience
- Knowledge of Health or Community Aged Care Services or Home Care or Disability Services
- Strong communication skills and customer service focus
- Well-developed understanding and delivery of support and case management experience in a complex Aged care or Disability environment
- Experience at mentoring and educating teams
- Experience at coaching individuals and teams for success
- Demonstrated skills in dispute resolution including complaints, critical thinking, time management, and decision making at supervisor level
- Ability to achieve key performance indicators
Responsibilities
- Lead the Support Partners (up to 10 direct reports), and provide immediate supervision to them for day-to-day requirements of their roles
- Supervise, coach, and mentor direct reports to ensure a high-performing team environment that develops team members to their full potential in a complex remote workforce environment
- Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision, and values of HomeMade
- Be a primary point of escalation for complex queries
- Undertake a collaborative and goal-oriented approach with the Support Partners to developing and updating support plans with customers
- Maintain oversight over Support Partner work to deliver desired customer outcomes and respond in a timely and effective manner to changes in their circumstances and support needs
- Uphold and deliver on service requirements in accordance with the Aged Care Act and Aged Care Quality Standards
- Support the Support Partner Manager in day-to-day operational management of the Support Partner Team
- Participate in, contribute to, and implement quality improvement and risk management into all aspects of service including policies and standard operating procedures
- Engage with and collaborate with cross-functional teams to achieve customer and organization goals
Benefits
- Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is in Sydney's CBD near Town Hall station
- Be surrounded by a supportive, family-friendly working environment
- Ongoing career development opportunities
- Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion
- One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice!
- Enjoy 2 paid days each calendar year to focus on your health and wellbeing
- A 24/7 service that includes counselling for you and your immediate family
- We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents
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Please let Mable know you found this job on JobsCollider. Thanks! 🙏