Customer Experience People Leader

Job Reference: 15142

Why You Will Be Excited About This Role

Laverty Pathology is a leading provider of pathology and medical diagnostic services to doctors, specialists and hospitals throughout Australia. We also provide medical diagnostic services to commercial and government organisations across Australia and internationally.

Laverty Pathology provides a range of testing services for our patients, these include genetics, biochemistry, cytopathology, histology, immunology, microbiology, endocrinology and haematology.

Our Pathology is part of the Healius Pathology national network, which comprises many of Australia’s premier medical laboratories located throughout Australia.

Our collection centres are conveniently located around Australia and we have experienced collection staff who have been extensively trained in blood collection techniques for adults, newborns and children.About Us

What You Will Be Doing

The Customer Experience People Leader is responsible for leading and managing a team of individual contributors within the Customer Experience Centre. They continually monitor operational activity and ensure consistent achievement of operational performance. The People Leaders will champion innovation and change, building a culture of continual improvement. Through exceptional Leadership the Customer Experience People Leaders enables success of health care professionals and improves the lives of our patients. This role will be based at our Laboratory in North Ryde and is on a fixed term contract.

Your key responsibilities will include:

• Completion of people management activities (1-1, Quarterly Reviews, Probation, Performance Management
• Directly manage performance and behaviours of direct reports consistent with company policies in a manner
• Lead coach and develop direct reports
• Collaborate with Customer Experience Coaches to provide training and learning to direct reports
• Actively monitor operational activity, allocate work, and ensure optimum operational performance
• Consistently complete quality assurance and auditing providing timely feedback and coaching to team
• Use diverse methods of communication to inform and engage team members (Daily Huddles, Team
• Actively identify and deliver innovation and change opportunities and nurture a culture of continual
• Minimise the impacts of change on direct/indirect reports, internal stakeholders and customer
• Collaborate with stakeholders to deliver exceptional results for the organisation

What Type of Person Will Be Successful

These are the type of attributes & skills you would possess:

• Proven experience in customer experience management, customer service leadership, preferably within a Contact Centre or Administration Centre.

• Exceptional communication, interpersonal, and leadership skills

• Ability to build strong relationships with cross-functional teams.
• Strong internal and external stakeholder management.
• Passion for customer solutions and a commitment to continuous improvement.
• Demonstrated strong leadership and coaching experience
• Proven ability to drive change across multiple and varied business units/locations/divisions
• Highly developed stakeholder engagement and influencing skills

Benefits, Perks and Wellbeing

As part of working for Healius, you will have access to a range of benefits & perks including:

• Benefits platform - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
• Fitness Passport – Access top fitness centres & pools across Australia at a subsidised rate.
• Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
• Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
• Confidential health and well-being support through our Employee Assistance Program, available to all employees and their family members.

Our Commitment to Diversity And Inclusion

Laverty Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

Healius is a part of the Commonwealth Government's Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

How To Apply

Please click the ‘Apply Now’ button to complete the pre-screening questions and submit your application.

If you would like further details please email [email protected] more of our jobs at www.healiuscareers.com and follow us on LinkedIn.

Healius is committed to responding to every applicant.