Why you'll love this role

- Permanent full-time stability with one of Australia's leading diagnostic imaging providers, with locations across the country
- Lead and develop your own team. Guide, train and mentor a team of three Customer Service Representatives, reporting directly to our Customer Service Operations Manager
- Hybrid working. Three days in our Chatswood office (Monday, Tuesday and Thursday) and two days from home (Wednesday and Friday), with some flexibility around these days
- Make your mark. Bring fresh ideas and lead process improvements that shape how our National Contracts team works
- National exposure. Work with national contracts and build relationships with commercial managers, operations managers and clinic site leads right across the Lumus Imaging network
- Genuine room to grow. Clear career progression pathways within our customer service team and across our wider national network
- Easy to get to. Located in Chatswood, close to train and metro services, shops and cafes

About the role

As Customer Service Team Leader in our National Contracts team, you'll lead the day-to-day service delivery for our national contract partners while developing a capable, motivated team. Your day will include:

- Leading, training, guiding and mentoring a team of three Customer Service Representatives
- Managing team workloads and priorities to deliver responsive,



high-quality service to contract partners and internal stakeholders
- Acting as an escalation point, using sound judgement to resolve complex enquiries quickly and effectively
- Liaising with commercial managers, operations managers and clinic site leads across the national network
- Identifying opportunities to improve processes, then leading and embedding those changes within the team
- Fostering a positive, collaborative team culture where knowledge is shared and people are supported to grow

About you

- A customer-focused approach, with a genuine commitment to delivering great service
- Experience leading, coaching or mentoring others, and a real enjoyment of helping people develop
- A quick thinker and natural problem solver who stays calm and effective under pressure
- A self-starter who takes initiative and works confidently and autonomously
- A proactive approach to process improvement, with fresh ideas and the drive to put them into practice
- Confidence building relationships with external stakeholders and managers at all levels
- Strong written and verbal communication skills, with outstanding attention to detail
- Previous team leader, customer service or account management experience is highly regarded, and healthcare or contracts experience is a bonus

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