Service Coordination Team Leader

Mable

Melbourne

2 days ago

Melbourne

2 days ago

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Service Coordination Team Leader

HomeMade, part of Attain Healthtech Group, seeks a Team Leader for Service Coordinators in Melbourne. The role involves coaching a team, managing escalations, and ensuring quality aged care services. Requires team lead experience in aged care or healthcare, strong communication, and knowledge of Aged Care Quality Standards.

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Hybrid

Full-time

Mid Level

HomeMade Customer Portal

Service Partner Platforms

Salary

Not specified

Work Location

Melbourne, Victoria, Australia, AU

Work Model

Hybrid workplace, balancing time in the office with remote work.

Employment Type

Full-time

Experience Level

Team lead or mentoring role within service coordination, ideally in aged care, healthcare, or related sector.

Core Qualifications

Soft Skills

CoachingMentoringCommunicationEmpathyProfessionalismSound judgmentOrganizational skillsTime-managementPrioritizationContinuous improvement mindsetCollaborationTeam-orientedProblem-solving

Tools (Must-have)

HomeMade Customer Portalservice partner platformsdigital tools

Key Responsibilities

•Act as first point of escalation for Service Coordinators, resolving complex customer or service partner issues.
•Provide day-to-day coaching and guidance to Service Coordinators.
•Share knowledge and insights to ensure best practice in service coordination and customer engagement.
•Support Service Coordinator Manager with resource allocation and workflow planning.
•Contribute to team performance monitoring by identifying trends, service challenges, and training opportunities.
•Manage a team of service coordinators, supporting planning, coordinating, and adjusting services.
•Partner with coordinators to educate clients on funding, budget management, and contributions.
•Onboard and support service coordinators in using HomeMade Customer Portal and service partner platforms.
•Build strong relationships with service provider partners.
•Provide proactive and responsive support through phone, email, and virtual meetings.
•Ensure escalations and service coordination activities comply with Aged Care Act and Quality Standards.
•Assist with call monitoring, trend analysis, and feedback to improve quality.
•Identify and escalate risks impacting service delivery.
•Support continuous improvement initiatives.
•Work in partnership with wider HomeMade teams for integrated customer experience.
•Contribute ideas to improve workflows, customer experience, and team efficiency.
•Participate in workshops, team meetings, and quality improvement activities.

Team LeaderService CoordinationAged CareHomeCareMelbourneHybridFull-timeCoachingCustomer ServiceHealthcare

Key Responsibilities

•Act as first point of escalation for Service Coordinators, resolving complex customer or service partner issues.

•Provide day-to-day coaching and guidance to Service Coordinators.

•Share knowledge and insights to ensure best practice in service coordination and customer engagement.

•Support Service Coordinator Manager with resource allocation and workflow planning.

•Contribute to team performance monitoring by identifying trends, service challenges, and training opportunities.

•Manage a team of service coordinators, supporting planning, coordinating, and adjusting services.

•Partner with coordinators to educate clients on funding, budget management, and contributions.

•Onboard and support service coordinators in using HomeMade Customer Portal and service partner platforms.

•Build strong relationships with service provider partners.

•Provide proactive and responsive support through phone, email, and virtual meetings.

•Ensure escalations and service coordination activities comply with Aged Care Act and Quality Standards.

•Assist with call monitoring, trend analysis, and feedback to improve quality.

•Identify and escalate risks impacting service delivery.

•Support continuous improvement initiatives.

•Work in partnership with wider HomeMade teams for integrated customer experience.

•Contribute ideas to improve workflows, customer experience, and team efficiency.

•Participate in workshops, team meetings, and quality improvement activities.