Team Leader, Client Services

  • Progressive Peak body for Dementia
  • Generous salary packaging options
  • Full time fixed term role until 30 June 2020 based at North Ryde


We are currently seeking a passionate and skilled Team Leader with experience working in a health contact centre environment to manage, guide and mentor the Client Services team within the National Dementia Helpline. You will provide support and leadership to a team of contact centre staff providing telephone and web based information, support, referrals and counselling to people living with dementia, their families and friends and professional support workers. 

You will be responsible for:

  • Providing program leadership of services and programs to people impacted by dementia.
  • Ensuring sensitive, responsive program development, implementation and evaluation.
  • Drive process and technology improvements to enhance service capabilities
  • Prepare / complete reports on program activities, progress, status, outputs against targets or other special reports for management and funding bodies
  • Ensure all services and programs delivered accurately reflect funding and service agreements, with an emphasis on customer service and service standards.
  • Managing individual staff and providing a proactive supervision model that identifies quality issues, provides feedback, coaching and debriefing, and identifies professional development opportunities.
  • Ensuring reporting arrangements are adhered to and that all services plans are implemented.

Key Selection Criteria

  1. Registration with, or eligibiltiy for membership of, a relevant professional body or association (e.g. Australian Counselling Association, Australia Health Practitioner Regulation Agency or Australia Association of Social Workers, PACFA)
  2. Experience in team leadership including mentoring and developing people in a positive inclusive manner. Previous experience within a health contact centre will be highly regarded.
  3. Experience providing telephone and web based services within a counselling framework
  4. Experience liaising with community organisations and other key stakeholders to collaborate on the clients’ needs
  5. Exceptional verbal and written communication skills and a high level of emotional intelligence


In return, you will be offered a flexible and supportive work environment as well as a number of attractive staff benefits.


The position description can be obtained here.


To apply, please email a resume accompanied by a cover letter outlining your response to the key selection criteria attention to  


For role enquiries, please contact Ellen McIntyre on o2 8397 5401 or .


Applications Close – Monday June 17, 2019.


North Ryde, NSW