Job Reference: 21876
Customer Experience People Leader
38 hours a week, hours of operation 7am to 10 pm weekdays
At Healius, we're united by a shared purpose: making a difference to the future of Australia's health. There's never been a more exciting time to join us as we transform into a stronger, more agile organisation with a focus on innovative ways of working, excellent customer and patient experiences and being a great place to work.
This is an opportunity to shape a high-performing team that plays an important role in supporting healthcare professionals and patients across Australia. Joining Healius during a period of transformation, you'll be empowered to drive team success, influence positive change and help deliver exceptional customer experiences that make a meaningful impact.
About Us
Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.
With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.
About The Role
As a Customer Experience People Leader, you'll lead and develop a team of Customer Experience Specialists, fostering a culture of engagement, continuous improvement and service excellence. You'll play an important role in empowering your team to deliver exceptional customer experiences while supporting strong operational outcomes.
Key responsibilities:
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Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists
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Manage team performance, engagement and development through regular people leadership activities
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Monitor operational performance and allocate work to support service delivery objectives
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Conduct quality assurance audits and provide timely coaching and feedback
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Drive achievement of customer experience, quality and operational performance targets
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Partner with Customer Experience Coaches to support capability development and training initiatives
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Identify and implement continuous improvement and innovation opportunities
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Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes
About You
We're seeking an experienced people leader with demonstrated success developing high-performing teams and improving performance outcomes, ideally within a contact centre or customer service environment. You will bring a supportive leadership style, sound judgement and the ability to balance customer needs, operational priorities, quality standards and team engagement.
Qualifications and Experience
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2+ years' leadership experience, ideally within a contact centre, customer service or other high-volume operational environment
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Experience working within a regulated industry such as healthcare, financial services or government is highly regarded
Key Skills and Attributes
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Strong coaching and people development capability
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Excellent communication and relationship-building skills
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Sound judgement and decision-making ability
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Ability to influence, motivate and engage others
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Continuous improvement mindset with a proactive and solutions-focused approach
We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.
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Benefits and Wellbeing
As part of working for Healius, you will have access to a range of exciting 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 across Australia at a subsidised rate
Corporate health insurance discounts, banking benefits and novated leasing consultations
An e-learning platform with access to a library of courses and learning paths
An Employee Assistance Program (EAP) dedicated to employee health and wellbeing provided by professional coaches
Our Commitment To Diversity & Inclusion
Healius 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.
How To Apply
To view more opportunities, visit our careers site at careers.healius.com.au and follow us on LinkedIn.
Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.
