Support Partner Team Lead

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