Bolton Clarke Group
one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally.
Bolton Clarke Residential group now has 88 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.
About the Role
This is a permanent full-time opportunity in a newly created senior leadership position within Bolton Clarke's Customer & Transformation team.
As Head of Assisted Channels, you will define and deliver the enterprise Assisted Channel Strategy and transformation roadmap, improving customer access, customer experience, channel effectiveness and organisational performance across Bolton Clarke.
You will provide enterprise leadership across Bolton Clarke's assisted channel ecosystem, including phone, email, enquiry management, intake, referral pathways, routing and triage, knowledge management, quality standards, channel governance and customer contact technology.
Responsibilities
Lead the development and delivery of Bolton Clarke's Assisted Channel Strategy and Roadmap.
Define the target operating model for assisted channels, ensuring explicit ownership, accountability and governance.
Drive channel simplification, standardisation and optimisation across Residential Aged Care, Retirement Living and Home and Community Services.
Partner with Digital, Technology and operational leaders to improve the balance between assisted and self-service channels.
Establish enterprise standards for performance, quality assurance, knowledge management and customer experience across assisted channels.
Use customer feedback, complaints, Voice of Customer insights and operational data to identify risks, trends and continuous improvement opportunities.
About You




Tertiary qualifications in Business, Management, Customer, Brand, Marketing or a related discipline.
Senior leadership experience in customer operations, contact centres or customer service organisations.
Demonstrated experience leading large-scale customer service transformation and operational improvement initiatives.
Strong understanding of customer experience, service operations, digital channel integration and assisted channel technology.
Experience establishing governance, performance management, quality assurance and knowledge management frameworks.
A highly collaborative leadership style, with the ability to influence, partner and deliver outcomes across complex stakeholder groups.
Why Work For Bolton Clarke:
Excellent work/life balance with shifts that suit your personal needs
A caring team environment with strong clinical and allied health support
Career progression and development opportunities
Generous salary packaging and not-for-profit tax benefits - claim up to $18,550 tax free
Private health insurance and gym discounts
An Employee Assistance Program for staff and family
Our commitment to diversity:
At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status.
Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.
If you have any further queries, please contact Troy Groves ()
Desired Skills and Experience
Customer Experience
Customer Operations
Contact Centre Leadership
Channel Strategy
Service Transformation
Digital Transformation
Assisted Channels
Stakeholder Management
Operational Improvement
Quality Assurance
Knowledge Management
Customer Journey Improvement
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📌 Head Of Assisted Channels (Brisbane)
🏢 Bolton Clarke
📍 Brisbane