This is a unique opportunity to step into a meaningful leadership role where empathy, operational excellence, and people leadership are at the heart of every interaction. Leading a close-knit team of Customer Care Specialists, you will play a pivotal role in supporting families during some of life’s most difficult moments while driving service excellence, team engagement, and continuous improvement across the Customer Care Hub.
Working within a collaborative and values-driven environment, you will lead by example, ensuring every customer interaction is handled with professionalism, care, and compassion.
What you’ll be doing:
• Leading and supporting a high-performing inbound and outbound Customer Care Hub team
• Coaching, mentoring, and developing Customer Care Specialists to deliver exceptional customer experiences
• Managing day-to-day operations, including workforce planning, scheduling, and performance management
• Monitoring team performance to ensure SLAs and KPIs are consistently achieved
• Acting as the primary escalation point for complex or sensitive customer matters
• Conducting call monitoring, quality assurance, and regular one-on-one coaching sessions
• Driving a culture of continuous improvement, collaboration, and customer-centric service delivery
• Building strong relationships with internal stakeholders across operations, leadership, and support teams
• Identifying opportunities to improve processes, efficiencies, and customer outcomes
• Supporting change initiatives and ensuring contact centre technologies and systems are effectively utilised
What we’re looking for:
• Previous leadership experience within a contact centre or customer service environment
• Strong coaching and people leadership skills, with the ability to motivate and inspire teams
• A compassionate, mature-minded, and resilient approach
• Exceptional communication and stakeholder management skills
• Ability to remain calm and professional in emotionally sensitive situations
• Strong operational and organisational skills, with experience managing KPIs and workforce planning
• Experience working with CRM systems and contact centre technologies
• A customer-centric mindset with a passion for service excellence
• Experience within healthcare, community services, funeral services, or other people-focused industries highly regarded
What’s on offer:
- Full-time permanent opportunity
- Tuesday – Saturday(Tuesday – Friday 8am – 4pm) (Saturday 7-3)
- Work with a respected and established organisation making a genuine difference in the community
- Supportive and collaborative team culture
- Ongoing leadership development and training opportunities
- Meaningful work where you can positively impact families and support your team every day
- Opportunity to contribute to service innovation and continuous improvement initiatives
If you are an empathetic and driven leader who thrives in a people-focused environment and is passionate about coaching teams to deliver outstanding customer care, we would love to hear from you.
