Customer Service and Quality Manager Underdale, South Australia 5032

Are you a highly organised and motivated individual with a passion for quality customer service?

Join a successful company where your leadership contributes to the growth of medical research.

Thriving in a fast-paced industry, you'll lead a passionate and dedicated team, ensuring exceptional service standards and continuous improvement.

Who are we?

AusHealth is an Australian-owned health and wellbeing charity that provides high-quality services, products, and consultation for researchers, workplaces, and hospitals.

Through the profits from our workplace safety services and hospital billing solutions, we fund groundbreaking medical research conducted right here in Australia.

Our services include:

• Drug and alcohol testing programs, policies, and solutions
• Education and training
• High-quality diagnostic drug and alcohol testing products
• Vaccination Services

The Role

The National Customer Service and Quality Manager plays a pivotal role in driving the success of customer service operations. This position is responsible for optimising processes, maintaining quality standards, achieving key performance metrics, and ensuring seamless client management.

What will my day-to-day look like?

Your responsibilities will include but are not limited to:

• Ensuring the Customer Service Team delivers high-quality support while achieving service objectives through guidance, coaching, and a customer-centric approach.
• Developing and implementing performance metrics (KPIs) to enhance efficiency, accuracy, and quality in service delivery.
• Investigating and resolving customer concerns, acting as the escalation point for complaints, and providing after-hours support where required.
• Managing client testing schedules and ensuring timely processing of orders, upholding quality and operational excellence.
• Overseeing service bookings to align with customer expectations, following best practices for quality and efficiency.
• Reviewing policies and procedures to ensure compliance and efficiencies in internal operations and client services.

Essential Criteria

To succeed in this role, you must demonstrate:

• Strong leadership skills to inspire and develop a high-performing team.
• Ability to foster a positive, collaborative, and quality-focused team environment.
• Exceptional written and verbal communication skills, ensuring clarity and professionalism.
• Proven customer service expertise, including relationship management and handling complex customer interactions effectively.
• Experience in prioritising tasks and delivering high-quality work under pressure.
• Excellent administrative and organizational skills, with a strong attention to detail and quality assurance.
• Advanced computer literacy, with experience in electronic databases and IT solutions to support service quality.

What do I need?

To be successful, you should have:

• Expertise in customer service operations and quality management
• Experience within the health industry, understanding industry-specific quality standards
• Strong organisational capabilities to handle complex workflows efficiently
• Proven ability to drive quality improvements in customer service
• A results-driven approach, with a commitment to continuous improvement

How to Apply

Please submit your resume and a cover letter, briefly addressing your suitability against the criteria listed above.

Additional Requirements:

• A National Police Check
• Pre-employment drug and alcohol screening
• Eligibility to work in Australia
• Maintenance of up-to-date vaccination records

Note: We are not engaging recruitment agencies at this time—only direct applications will be considered.