About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

About The Role

As a Customer Experience People Leader, you'll lead and develop a team of Customer Experience Specialists, fostering a culture of engagement, continuous improvement and service excellence. You'll play an important role in empowering your team to deliver exceptional customer experiences while supporting strong operational outcomes.

Key responsibilities:

• Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists
• Manage team performance, engagement and development through regular people leadership activities
• Monitor operational performance and allocate work to support service delivery objectives
• Conduct quality assurance audits and provide timely coaching and feedback
• Drive achievement of customer experience, quality and operational performance targets
• Partner with Customer Experience Coaches to support capability development and training initiatives
• Identify and implement continuous improvement and innovation opportunities
• Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes
• 
  

About You

We're seeking an experienced people leader with demonstrated success developing high-performing teams and improving performance outcomes, ideally within a contact centre or customer service environment. You will bring a supportive leadership style, sound judgement and the ability to balance customer needs, operational priorities, quality standards and team engagement.

Qualifications And Experience

• 2+ years' leadership experience, ideally within a contact centre, customer service or other high-volume operational environment
• Experience working within a regulated industry such as healthcare, financial services or government is highly regarded
• 
  

Key Skills and Attributes

• Strong coaching and people development capability
• Excellent communication and relationship-building skills
• Sound judgement and decision-making ability
• Ability to influence, motivate and engage others
• Continuous improvement mindset with a proactive and solutions-focused approach