A rare opportunity to join a large human centric organization as a leader in an award-winning centre where you’ll lead a team of passionate people enabling better lives through employment, workplace, health and wellbeing, disability and aged care services. Forget everything you know and expect about leading a customer service team. This is an environment where you’ll lead with passion and with a balance between customer experience and performance. Where your team are not held to call volume and time KPIs but instead focus on quality interaction outcomes and ensure delivery of a quality experience for our clients. What your day looks like - You will be leading a team of customer service officers working with our APM Assessment Services group, being part of the leadership team delivering a workplace where everyone can thrive, supporting older Australians to live a meaningful independent life at home through the services that we offer. Provide clear direction and mentorship, ensuring each team member achieves their goals through ongoing training and development. Using your understanding of field workforce scheduling to coach your people, combined with the ability to problem solve to achieve utilization performance metrics. Monitor and actively manage CX performance metrics, offering timely feedback and addressing training needs. Motivate and empower your team to exceed expectations and achieve personal and professional growth. Use your expertise to support your team members on how to handle challenging or complex conversations. Uphold compliance with policies and legislation, while fostering a culture of collaboration and continuous improvement. What you will bring along - Customer Service leadership experience (call centre experience not essential) Leadership skills with a focus on team development and performance improvement Excellent communication and interpersonal skills. Strong problem-solving abilities and the ability to handle challenging situations with professionalism. Ability to thrive in a fast-paced environment and prioritize tasks effectively. What we will do for you – National opportunities to move and grow Joining APM would make you part of a team of more than 10,300 people in 11 countries, helping people of all abilities thrive in independent and fulfilling lives. It’s also a place where you can thrive, with outstanding career progression and development opportunities all while doing work that has a positive impact on others. Convenient location You’ll enjoy all the amenities of our modern office space and the convenience of being located in Canning Vale with onsite parking and easy access to shopping, transport and meal options. Hybrid working This role is majority office based with flexibility to work from home to ensure the balance of work & life Your weekends, are yours This is a full-time role, working across a rotating roster with other leaders across Monday to Friday, with hours between 8am and 6pm. We can work with you to plan hours that suit your needs.