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APS6 Team Leader, Customer Contact Team


Our purpose To protect and improve the safety, health, wellbeing and quality of life of people receiving Australian Government funded aged care. Our vision Older Australians trust and have confidence that aged care services protect and enhance their safety, health, wellbeing and quality of life. Our Role We are the national end-to-end regulator of aged care services and are focused on delivering a world class sector that safeguards the welfare and rights of consumers.

We are invested in engagement and education to: build confidence and trust in aged care; empower consumers; support providers to comply with quality standards; and promote best practice service provision. Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website. The Group The Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care.

It is an exciting time in ICRG with the newly appointed Complaints Commissioner joining the Commission in June 2023. The value of complaints in the sector has never been more significant than it is right now. Complaints offer valuable insights into the issues that concern care recipients and those who complain on their behalf.

Complaints help give the Commission an understanding of risk for care recipients and inform our education and other regulatory activities such as accreditation and compliance. The Customer Contact Team (CCT) was established in July 2022 and operates within ICRG. The CCT is responsible for receiving and responding to contacts about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission.

The CCT responds to a range of contact types including enquiries, feedback, complaints and notifications. Contacts are received via a variety of contact channels including phone, email, online and post. The CCT also manages multiple 1800 numbers for internal stakeholders such as the Food, Nutrition and Dining phone line.

The CCT is staffed by Customer Contact Officers who report to APS6 Team Leaders. Customer Contact Officers are responsible for providing an accessible, efficient, consistent, and user orientated experience in accordance with the Commission's guidelines and procedures. The key duties of the position include The Team Leader is responsible for providing leadership and direction to the Customer Contact team members, including providing ongoing supervision, quality assurance, feedback, performance management, training and mentoring, and leading change and process improvement.

The Team Leader will work closely with other Team Leaders and take direction from the Assistant Directors regarding operational requirements of the Customer Contact Team and its functions. As a Team Leader, you will be responsible for: Working collaboratively with other Team Leaders.


Date27 August 2023

Location -

type Full Time

Salary $89,394

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