Care Team Lead

7 days ago


Manila, National Capital Region, Philippines enablesGROUP Full time

About enablesGROUP

We are a leading provider of aged care placement services in Australia. Our mission is to support families in navigating the complexities of residential and home care.

Our innovative technology and compassionate support team help individuals find the best care providers based on their unique needs and preferences. We operate the country's largest residential aged care consumer review platform, offering valuable insights to assist families in making informed decisions.

In addition to our core services, we provide tailored system navigation and provider matching services for the disability care sector.

Care Assessment – Team Lead Position Overview

You will lead a team of Care Assessment Officers, ensuring that families receive empathetic and high-quality support in navigating aged care placements.

As a key member of our operational team, you will play a crucial role in maintaining efficiency, providing coaching and mentoring, and driving team performance while maintaining a strong client-focused approach.

  • Lead and mentor a team of Care Assessment Officers to deliver exceptional client support.
  • Oversee daily operations, ensuring efficient call handling and adherence to service standards.
  • Monitor and drive key performance indicators (KPIs) such as conversion rates, customer satisfaction, and revenue growth.
  • Provide training, coaching, and ongoing development for team members.
  • Monitor and assess individual and team performance, providing feedback and support.
  • Manage escalated client concerns with professionalism and care.
  • Collaborate with clients to implement process improvements.
  • Maintain up-to-date knowledge of client services, policies, and goals.
  • Foster a positive team culture that prioritizes empathy, efficiency, sales, and service excellence.

Your Background and Skills

To be successful in this role, you should have:

  • 3+ years of experience in a leadership or supervisory role with a Sales and Customer Service team.
  • Advanced verbal and written communication skills.
  • A strong background in client interaction and case management.
  • Proven ability to lead, coach, and develop a high-performing team.
  • Excellent problem-solving and decision-making skills.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PPT).
  • Experience in the aged care sector is highly desirable but not essential.

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