• Oversee day to day operations of the customer service team
• Ensure timely resolution, handover or escalation of enquiries
• Foster an empathetic and responsive, values-based service culture

The Customer Service Team Leader will lead and coordinate the Customer Service Team who serve as the first point of contact for customers and staff on a day to day basis. The team is responsible for delivering customer-focused, solution-oriented responses, aiming to resolve enquiries at first contact or handover/escalate appropriately when needed.

What you will do:

• Lead and support daily operations of the Front Line Associates (FLAs)
• Coach and monitor FLAs to ensure high-quality, empathetic customer service
• Manage FLA rosters, leave, training, and performance conversations
• Maintain and improve customer service workflows, documentation, and response tools
• Oversee client escalations and ensure accurate records in the client management system
• Respond to client enquiries to support the team during busy periods
• Support staff in the field by providing timely information and fostering connection to the business

You will have:

• Experience leading and developing customer service teams, ideally in a human services setting
• Strong communication, complaint resolution, and stakeholder management skills
• Extensive experience working in an assessment and referral system such as intake or contact centre environment
• Proven ability to drive process improvements and coach, develop and support team and individual performance
• Proficiency in Microsoft Office, Excel and client management systems

About us

Jewish Care Victoria, is a not-for-profit organisation and is one of the largest providers of aged and community services for the Jewish Community in Victoria and has been servicing the community for over 175 years. Our staff come from all cultural and religious backgrounds, and we provide cultural and spiritual training in the Jewish Ethos. 

Why Jewish Care is the best choice for your career:

• Salary Packaging – as a not-for-profit organisation, our staff benefit from some Fringe Benefit Tax exemptions through salary packaging up to $15,900 p.a + up to $2,650 p.a on meal & entertainment
• Purchased leave options
• Employee Assistance Program
• Reward & Recognition Program 
• Ethos Day—an enriching learning experience that delves into the intricacies of Jewish history and culture
• Learning and development – opportunities to progress in your career internally

If the idea of working with an organisation that values your expertise and has a commitment to the wellbeing of our staff and clients, click APPLY now. A career you love and an organisation that will nurture your career is simply a click away.

Jewish Care proudly celebrates and warmly welcomes the rich diversity of our community and strives to be inclusive for all, including the LGBTI+ community.

Jewish Care acknowledges Aboriginal and Torres Strait Islanders as the Traditional Custodians of the land on which we live and work. Our services and supports are provided on the lands of the Wurundjeri and Boonwurrung people, and we deeply respect and honour their ongoing cultural and spiritual connection to land, waters and community.

Jewish Care is committed to protecting clients and staff members from all forms of harm and abuse. We are a child safe organisation. We require all applicants to undergo an extensive screening process during their recruitment process.