Customer Service – Team Lead
Core
Lead and coach a customer service team to deliver high-quality experiences for Deaf and hard of hearing clients within the NDIS sector.
Role type
Senior Customer Service Team Lead
Builds
Client service delivery and operational processes for a not-for-profit organization
Domain
Disability support (NDIS) and Deaf community services
Deliverable
client delivery
Required skills
Team leadership, NDIS sector knowledge, Business process mapping, Auslan willingness, Cultural awareness of Deaf community, Client administration
Preferred skills
Experience in Fee for Service models, Process improvement, Cross-functional collaboration
Responsibilities
Lead, coach, and support customer-facing teams; Ensure effective onboarding and client administration; Monitor and improve customer service processes; Develop operational procedures and knowledge materials; Identify opportunities to increase client engagement; Collaborate with marketing on community initiatives; Monitor service demand and workforce capacity.