Are you a customer service leader who enjoys developing people, improving processes and creating positive client experiences?

Lions Hearing Clinics, part of Ear Science Institute Australia, a world-renowned medical research institute, is seeking an experienced and motivated Client Care Centre (CCC) Supervisor to lead and support our Client Care Centre team.

This is a 12 month parental leave cover contract, offering an exciting opportunity to combine your leadership, workforce planning and operational skills within a purpose-driven organisation dedicated to improving the lives of people with ear and hearing disorders.

Reporting to the National Client Experience Manager, you will lead a small team of dedicated Client Care Representatives, ensuring every client receives responsive, professional and compassionate support throughout their hearing healthcare journey.

About the role:

As the CCC Supervisor, you will play a key role in the day-to-day operations of our Client Care Centre while supporting and developing a high-performing team. You’ll oversee workforce planning, roster management, appointment utilisation and service delivery, helping to ensure our clinics remain well supported and our clients receive timely access to care.

Key responsibilities:

- Lead, coach and support a team of Client Care Representatives to deliver customer service excellence;
- Oversee daily Client Care Centre operations, ensuring enquiries, bookings and client communications are managed efficiently and professionally;
- Assist with workforce planning, rostering and leave coordination to maintain appropriate staffing levels;
- Monitor appointment utilisation, waitlists and rescheduling activities to maximise service availability and minimise disruption to clients;
- Act as an escalation point for complex client enquiries, service issues and complaints;
- Monitor team performance and operational metrics, identifying opportunities for continuous improvement.





What you’ll bring: You are an experienced customer service leader who is passionate about supporting others to succeed and delivering outstanding service outcomes.

To be successful in this role, you will bring:

- Experience leading or supervising a customer service, contact centre or client care team;
- Strong workforce planning, rostering and scheduling skills;
- Excellent communication and relationship-building abilities;
- A proactive, solutions-focussed mindset and confidence managing competing priorities;
- Experience coaching team members and driving service excellence;
- Healthcare, allied health or medical administration experience will be highly regarded.

Why join us? As a valued member of the Ear Science team, you will receive:

- An attractive remuneration with greater take home pay through salary sacrifice
- Access to our Corporate Discount Program
- A comprehensive employee wellbeing program, including 2 days of wellness leave per year and access to informative webinars
- Free qualified counselling for you and your family via our Employee Assistance Program
- Birthday Leave – enjoy a day off to celebrate your special day!
- Access to discounted private health cover
- The opportunity to be part of an organisation committed to excellence and innovation whilst making a positive impact in the community.

Ready to make a difference? If you are an experienced people leader who is passionate about customer service, operational excellence and creating positive client experiences, we’d love to hear from you!

Please click 'Apply for this Job' and submit the following:

- A cover letter
- Your most recent resume (CV)

Please contact [email protected] for any queries. Ear Science Institute Australia values workplace diversity, promotes inclusion, and strongly encourages Aboriginal and Torres Strait Islanders, women, and individuals with a disability to apply.

Ear Science reserves the right to withdraw this advertisement at any time.

📌 Client Care Centre Supervisor (Mount Lawley)
🏢 Ear Science Institute Australia
📍 Mount Lawley