About us

As part of a global company, Tunstall Healthcare is the market leader of telecare and telehealth solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live in their own home. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families.

What there is:

• That feel-good feeling to help people who need it
• Great training and onboarding to the team
• Amazing and supportive leaders

Purpose of the role

We have an exciting position available where you will lead from the front and manage the Customer Service team to provide premium customer service, ensuring the highest level of consistent and quality service delivery to clients, while maintaining clear goals and objectives to the team. This role trains and mentors the Customer Service team who provide excellent service and non-urgent troubleshooting for our client's emergency medical alarms.

Responsibilities

• Lead and manage the day-to-day Customer Service team activities, including setting KPI’s, addressing performance and planning rostering requirements
• Coach, develop and mentor approximately 10 direct reports
• Be an escalation point to the Customer Service team for complex customer issues and/or concerns
• Ensure contractual service level agreements are delivered for installations and client activation processes
• Identify and implement continual improvement of the function and the team
• Conduct basic alarm troubleshooting for our wonderful clients

The successful candidates will have:

• Proven people management skills to lead in a high-performance culture environment to ensure the team delivers quality service to clients
• Proven experience in Customer Service and/or Technical Support, ideally in a call centre style environment
• Demonstrated experience and success in measuring and coaching of performance targets and objectives
• Strong influencing skills with the ability to negotiate, resolve issues, and create process improvements
• Thrives in a team environment, helping others, solving problems together, and removing barriers to achieve results
• Strong communicator who has the ability to make decisions, be flexible in responding to changing priorities, work unsupervised, accept responsibility and act on directives
• Technically savvy and able to learn new technologies, products and systems relevant to the role
  
• Problem solver, multitasker with a strong professional work ethic
• Self-motivated, passionate, highly efficient, positive, motivated and proactive 

Flexibility

The role is worked full-time between the hours of 8am to 5pm, Monday to Friday. There’s no weekend or evening work and some remote hybrid working opportunities are available once fully trained for employees that have the right equipment and internet. Many of our Customer Service team utilise the hybrid remote working option, so previous experience with leading in an office and remotely would be a big plus for this role.

Why us?

• Competitive salary paid
• Great induction and orientation process to welcome you onboard
• Free onsite and close-by street parking
• Opportunities for training and development
• Fun and regular staff events - we love food!
• Onsite gym and coffee machine
• Instant and yearly recognition awards
• Warm and friendly culture
• Free counselling service
• Discounts and benefits

Diversity & Inclusion

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. Each Tunstall colleague has a superpower…they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

To be successful, candidates must have the appropriate work eligibility rights. Candidates are required to provide a Police check, Working with Children check (Blue Card) and NDIS Worker check - which can be all organised and paid for by us.