Customer Experience People Leader
Job reference: #11682
Brand: QML Pathology
Location: Brisbane
Work type: Full Time (Permanent)
About us
QML Pathology is part of Healius Limited, one of Australia's leading healthcare companies, Healius is synonymous with quality, affordable and accessible healthcare for all Australians. It has an expansive network of pathology laboratories, collection centres and diagnostic imaging centres. Through this footprint and its 10,500+ people, Healius provides specialty diagnostic services to consumers and their referring practitioners. Healius provides quality healthcare services that are easily accessible and cost efficient, while supporting the coordination and continuity of quality patient care.
QML are committed to supporting practitioners by delivering timely, accurate and high quality diagnostic results. We know that patients all across NSW and the ACT rely on us to collect, analyse and report results, and it is a responsibility we take very seriously.
Our pathology is part of the broader Healius Pathology Pty Ltd network of specialist pathologist practices. As such, our pathology has the governance and support infrastructure that comes with being park of a top 100 ASX publicly listed entity.
The Customer Experience People Leaders are responsible for leading and managing a team of individual contributors within the Customer Experience Centre. They continually monitor operational activity and ensure consistent achievement of operational performance.
The People Leader will champion innovation and change, building a culture of continual improvement. Through exceptional Leadership the Customer Experience People Leader enables success of health care professionals and improves the lives of our patients.
Responsibilities:
- Completion of people management activities (1-1, Quarterly Reviews, Probation, Performance Management
- Directly manage performance and behaviours of direct reports consistent with company policies in a manner
- Lead coach and develop direct reports
- Collaborate with Customer Experience Coaches to provide training and learning to direct reports
- Actively monitor operational activity, allocate work, and ensure optimum operational performance
- Consistently complete quality assurance and auditing providing timely feedback and coaching to team
- Use diverse methods of communication to inform and engage team members (Daily Huddles, Team
- Actively identify and deliver innovation and change opportunities and nurture a culture of continual
- Minimise the impacts of change on direct/indirect reports, internal stakeholders and customer
- Collaborate with stakeholders to deliver exceptional results for the organisation
About You
- 3-5 years of experience in customer experience management, customer service leadership, preferably within a Contact Centre or Administration Centre.
- Exceptional communication, interpersonal, and leadership skills
- Ability to build strong relationships with cross-functional teams.
- Strong internal and external stakeholder management.
- Passion for customer solutions and a commitment to continuous improvement
- Demonstrated strong leadership and coaching experience
- Proven ability to drive change across multiple and varied business units/locations/divisions
- Highly developed stakeholder engagement and influencing skills
Benefits and Wellbeing
As part of working for Healius, you will have access to a range of benefits including:
- Benefits platform - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- Fitness Passport – Access top fitness centres & pools across Australia at a subsidised rate.
- Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
- Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
- Confidential health and well-being support through our Employee Assistance Program, available to all employees and their family members.
Our commitment to diversity and inclusion
QML Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.
Healius is committed to supporting Veteran Employment - Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.
How To Apply
Please click the ‘Apply Now’ button to complete the pre-screening questions and submit your application.
If you would like further details please email careers@healius.com.au.
See more of our jobs at www.healiuscareers.com and follow us on LinkedIn.
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