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After Hours Team Manager

Claro Aged Care & Disability Services - Melbourne, VIC

Voluntary, Charity & Social Work
Source: uWorkin


  • After office hours between 5:30 pm and 8:00 am
  • Inner Melbourne location with option to work from home
  • Join a fun and down-to-earth team

A career in care and support

Claro is seeking a passionate After Hours Team Manager who will be responsible for maintaining collaborative relationships with Claro support workers and team members to ensure the delivery of reliable, quality, individually tailored, compliant customer care and solutions to optimise the independence, health, well-being and quality of life for Claro customers. In addition to providing leadership of the team, the role will also undertake after hours coordination functions.

To undertake this role, the After Hours Team Manager will be expected to work agreed hours between 5:30pm and 8:00 am (AEST) Monday to Friday and some weekends, as determined by business need.

Each day will look a little different, but your key responsibilities will likely include:

  • Deliver exceptional customer service, appropriately matching customer needs and preferences with support worker capabilities
  • Meticulous organisation, scheduling, approval and amendments appointments and rosters to ensure fulfilment and avoid abandonment of calls
  • Investigate or escalate disputes or complaints in a timely manner for successful resolution
  • Foster and develop a positive and high performing team culture
  • Lead onboarding, induction, training and ongoing professional development activities, together with the National Support Centre Manager
  • Ensure staff are aware of and work towards organisational and individual Key Performance Indicators (KPIs)
  • Provide supervision and support to After Hours Coordinators ensuring clear direction as to their duties, responsibilities, and tasks

Join our great team. Be supported to learn and grow. Get rewarded along the way. Make a difference in the community.

What you’ll bring

We are looking for a proactive and solutions oriented do-er with great leadership skills and ability to create a good team culture. Our ideal candidate will be a hands-on leader with a continuous improvement mindset, excellent customer service skills and good ability to work autonomously in a fast-paced and challenging environment. To do well in this role, you will/may have:

  • Willingness to work agreed hours between 5:30pm and 8:00am weekdays with some weekends, as determined by business need
  • Demonstrated ability to manage remotely based teams to deliver against productivity expectations and the ability to build standard operating procedures, train, mentor and engage staff
  • Experience working in the aged care and disability or related sector would be beneficial
  • Leadership experience in a call centre environment would be also beneficial
  • Strong interpersonal skills with the capacity to work collaboratively with a diverse range of people
  • Advanced knowledge of the MS Office suite of products including Teams, Sharepoint and Forms
  • Strong analytical skills with the ability to interpret data and prepare reports

A career with Claro

Whether you’re currently studying in the field, interested in exploring a new career, or an experienced worker - you can make a real difference with us.

Our purpose is simple: to provide high quality care and support for all Australians across our community and enable people to shine!

From our clients to our own teams, people are at the heart of our business. As part of our Claro team you will make a real impact, gain access to leading professional training and development, and enjoy flexibility that works for you.

Previously known as Australian Home Care, Accommodation and Care Solutions, Comrec, Nextt and Orion Services, our team of 4,500 strong have combined the best of what we had to become Claro – offering our clients greater choice and a brighter future.

A career you can choose

If you’re passionate about care and making a difference in people’s lives, are aligned with our values, and want to work in a business that is growing, and that values and rewards its people, we’d love to hear from you.

Apply directly or get in touch today!

[email protected]

Claro prides itself on being an equal opportunity employer. We encourage applications from all backgrounds, ages and gender as well as people who identify as First Peoples, LGBTIQ+ and people with a disability.

If you would like your profile to be discovered by our team of recruiters for future roles, we would love you to join our Talent Community.

Melbourne, VIC

Voluntary, Charity & Social Work


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