Job no: V13240
Work type: Ongoing Full Time
Location: Adelaide, Sydney
Categories: Customer Service Team
The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications and knowledge to provide safe care are registered.
Ahpra is committed to providing a culturally safe work environment that reflects the diversity of the communities in which we operate and serve.
This is a full time, ongoing position based in our Sydney and Adelaide office working a hybrid arrangement.
About the Role
Our Customer Service Team (CST) plays a critical role at Ahpra. This team is the first point of contact via phone or web enquiries from health practitioners or the public and is responsible for the delivery of excellent customer service with a solutions focused approach. The Customer Experience Manager plays a pivotal role to the success of the CST, overseeing a team of approximately 45 members, and is accountable for the leadership, people performance and operational management of the department. The CEM also champions the customer experience at Ahpra across services and platforms.
About You
You will be a strong leader, with previous demonstrated industry experience in a similar working environment and level to that of the role. You will wear many hats and juggle priorities, having a can do attitude and not afraid to think outside the box or jump in to support. You will be an energetic, positive mentor, people-focused individual and have enthusiasm and motivation to continue in the success for the department.
Previous industry experience leading a high-volume Contact Centre
Strong decision making, problem solving and conflict resolution skills
Excellent leadership skills, ability to motivate and lead teams through constant change, leading with empathy and care
Build strong relationships with key stakeholders and communicate with influence
Ability to continuously improve customer service offerings and experiences,
Understanding and commitment to implement and drive KPI’s within the department.
We are seeking a candidate who can have an immediate start. Please note applications will be screened and shortlisted during the advertising period. Should we receive suitable candidates during this time, the advertising period will cease.
What we offer:
Interesting and challenging work with a strong public safety purpose
Hybrid working arrangements (2 days in the office) supports you in achieving a balance between work and personal commitments
Discounts on Private Health Insurance and selected gym memberships
Central office locations and with modern, open plan work spaces
Attractive salary of $141,620 per annum plus 10.5% Superannuation
To apply
Click ‘Apply for this job’ to submit your application and view the position descriptions
Please submit your application from a confidential email address where you are prepared to receive all emails regarding the position
Your application must include a resume and your response to the questions above
Closing Date 11.55pm on Sunday 4 June 2023
For any queries or a confidential discussion regarding this position, please contact recruitment at recruitment@ahpra.gov.au
Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks.
Ahpra requires all employees to comply with Ahpra policies, including the COVID-19 Vaccination policy and Flexible working policy.
Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. If you have any support or access requirements, we encourage you to advise us at time of application.
Advertised: 16 May 2023 AUS Eastern Standard Time
Applications close: 04 Jun 2023 AUS Eastern Standard Time
