Job Description

Auslan video link:

https://www.youtube.com/watch-v=eKz0AIUlKLE

Expression Australia is seeking an experienced and motivated Customer Service
Team Lead to lead our Customer Service Team.

If you're passionate about delivering exceptional customer experiences, empowering people
to succeed, and driving continuous improvement, this is an exciting opportunity to make a meaningful impact within a purpose-driven organisation.

Reporting to the Customer Service Manager, you will provide day-to-day leadership, coaching
and operational oversight of the Customer Service Team, ensuring a seamless and responsive experience for clients across our services.

You will play a key role in fostering a positive team culture, improving operational processes, and supporting the delivery of high-quality customer outcomes.

As our Customer Service Team Lead, you'll have the opportunity to shape how clients experience Expression Australia from their very first interaction, while leading a team committed to making a genuine difference every day.

Key Responsibilities Include:

• Lead, coach, and support customer-facing teams to deliver a consistently high standard of customer service and client experience.
• Ensure effective onboarding, intake, and client administration processes that support quality service delivery and maximise funding and revenue opportunities.
• Monitor, analyse, and continuously improve customer service processes and the end-to-end
  customer journey to enhance efficiency and client outcomes.
• Develop, maintain, and promote clear operational procedures, resources, and knowledge materials to support consistency and knowledge sharing across the team.
• Identify and progress opportunities to increase client engagement and uptake of Expression Australia's services.
• Collaborate with Marketing and operational teams to identify community engagement opportunities and support initiatives that increase awareness and utilisation of services.
• Monitor service demand, customer trends, and workforce capacity to identify opportunities to improve service accessibility, responsiveness, and resource utilisation across all service lines.

About You – Skills, Qualifications and Experience

Our ideal candidate is someone who can bring the following to the role:

• Demonstrated leadership experience in a senior Customer Service role / Team Leader role (5+ years)
• Strong experience and understanding of the NDIS and Fee for Service sector
• Extensive experience in Business Process Mapping and Requirements Specification documentation
• Knowledge of the barriers faced by the Deaf and hard of hearing communities
• Excellent interpersonal skills and well-developed communication skills with managing a
  diverse group of client needs
• Well-developed organisational, administrative and time management skills
• Flexible, collaborative and positive attitude to working in diverse teams

What we can offer

• Generous salary packaging entitlements, increasing your take-home pay
• Generous conditions and a focus on work life balance
• Flexible and hybrid working arrangements can be discussed
• A positive and engaging work environment with ongoing support and training
• Access to our Employee Assistance Program (EAP)
• Being part of something bigger - we are a department of Expression Australia, a
  progressive, iconic community organisation established in 1884
• Free Staff Auslan classes
• Staff wellbeing events

About Us

Established in 1884, Expression Australia is a not-for-profit organisation created by and for the Deaf community. We empower people who are Deaf and hard of hearing to overcome barriers, connect with their communities and choose how they want to live.

With offices in Collingwood, Hobart, Fremantle, Devonport, Ballarat and Geelong, we work alongside individuals, families and communities to create a more inclusive society.

Our vision is for all people who are Deaf and hard of hearing to have every opportunity to connect with and contribute to society, with the freedom to thrive in their language of choice and access the support they need throughout their lives.

This position is based in our Collingwood office.

The Minimum Requirements:

• Willingness to learn Auslan
• Display cultural awareness and sensitivity towards the Deaf and hard-of-hearing
  community
• Be health, safety and environmentally conscious
• Display a collaborative teamwork style
• NDIS Worker Screen Check Clearance
• Completion of NDIS Worker Orientation Module
• Working with Children Check

Come join us, follow the prompts to apply.

What next

Applications will be reviewed as they are received, and suitable applicants will be contacted for an initial screening.

At Expression Australia, we celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. We encourage applications
from people of all backgrounds and lived experiences who share our passion for making a meaningful difference.

All applicants must have the right to live and work in Australia.

Recruitment Agency approaches and referrals will not be accepted.