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Contact Centre Team Leader

Wellways - Campbelltown, NSW

Voluntary, Charity & Social Work
Source: uWorkin


This page outlines the vacancy and the key skills and responsibilities for the role.

Contact Centre Team Leader

Campbelltown, Australia

Reference: 5466575

  • Full-time, fixed-term role (30/06/2024) based in Campbelltown, NSW
  • A rewarding career with a nationally recognised provider of mental health and disability services
  • Attractive pay + superannuation + leave loading + salary sacrificing
  • SCHADS Level 4.3, Schedule B ($76,155.04 per annum)
About Wellways

Wellways Australia exists to help all Australians lead active, fulling and inclusive lives in their community. We achieve this by supporting and working with individuals, families and the community to help them imagine and achieve better lives. We advocate for change to ensure people have access to the best possible care and information when they need it. We provide a wide range of services and assistance for people with mental health issues, disabilities, youth and older Australians and those requiring community care.

About the program

Wellways Australia is the first point of contact for all Australian Government Carer Gateway funded services in South West Sydney and across Queensland, aiming to help carers access practical information and advice and connect with services in their local area. Carer supports and services will be delivered using a network of local Carer Gateway regional service providers Carers and those who provide a caring role to someone in their life who has a disability, mental health issue, chronic health condition, terminal illness or are frail-aged. Carer Gateway services will be available to all carers from 6 April 2020.

About the role

The Contact Centre Team Leader role responsible for leading the day to day contact centre operations in the Carer Gateway Service Area of NSW 2. The objectives for this role are to oversee Carer Support Workers and ensure carers accessing the Carer Gateway receive quality and responsive service.

*This position works between 2pm - 10pm, however, flexibility is greatly regarded to meet the business needs.

The new Carer Gateway Services have been created in the context of national reforms and represent an exciting new era for the delivery of innovative carer services.

Carer Gateway Services consist of 6 unique service types: * Carer Support Planning: Intake needs assessment and planning
  • Carer Coaching
  • In-person peer support
  • In-person counselling
  • Carer-directed support packages
  • Emergency respite care
Reporting to the Carer Gateway Services Contact Centre Coordinator and working under limited direction this role is responsible for:
  • Oversee and determine work requirements, monitors telephone calls, coach and allocate duties to Carer Support Workers
  • Oversee Carer Support Workers in the effective delivery of Intake, Assessment and Planning for Carer Services
  • Oversee Carer Support Workers the effective response to support Carers in accessing Emergency Respite services
  • Conduct regular file and data audits for continuous quality improvement, set and ensure staff achieve KPIs, and approve financial packages and service provision within the delegation
  • Ensure Carer Support Workers deliver a high level of customer service to carers and service providers
  • Ensure the Carer Support Framework is adhered to and assessment and planning tools outlined in the Operational Manual are utilised.
Benefits & culture

Wellways supports an inclusive approach in both the workplace and community where everyone can imagine and achieve their goals to their fullest potential. This is your opportunity to join a nationally recognised organisation with over 2,000 staff members across 93 sites where you can gain access to ongoing support and opportunity for career development.
  • Join a brand new and supportive team
  • Onsite formal clinical supervision
  • Salary packaging up to $15,899 per annum
  • An Employee Assistance Program which aims to support and empower employees and their loved ones
For a full list of our staff benefits, visit

Pre-employment requirements
  • Cert III / IVCurrent valid
  • Appropriate IT skills
  • Evidence of working rights within Australia such as a passport or birth certificate
  • A current valid Driver's License
  • National Police Records Check (less than 12 months old)
  • Working with Children Check (Current or willing to obtain prior to employment)
  • NDIS Worker Orientation Module Certificate:
  • NDIS Worker Screening Check
To apply and to download a copy of the position description please visit our careers page: http://wellways.recruitmenthub.com.au/Vacancies

For a confidential discussion about the role, please contact Prem Chandra, Coordinator on 0435 030 597

** Prior applicants need not apply**

Applications close 14th May 2021 - Close of Business

We warmly encourage people from Aboriginal and Torres Strait Islander communities and people with a lived experience of mental health and disability to apply. Wellways Australia Limited is committed to the safeguarding of children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to their successful appointment. ​

Applications Close: 14 May 2021


Campbelltown, NSW

Voluntary, Charity & Social Work


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