HelpDesk & Comms Team Leader-Fiona Stanley Hospital

About you   
You are a customer service professional and a passionate people leader, committed to supporting Australia's leading healthcare environment.   You demonstrate exceptional values and standards in everything you do.  

About the Role  

Using your well-developed people leadership skills, you will coach, mentor and support the Helpdesk Team to provide outstanding customer service across the Health Services community.   You will utilise your proven experience in a contact centre/helpdesk environment to drive a high performing and engaged team culture, to successfully achieve the required service delivery commitments (KPI's).  You will be a key contact for stakeholders and will be responsible for co-ordinating the initial response to major incidents.

 To be successful in this role, you will have

• The highest levels of personal integrity and ethical behaviour.
• Previous experience in a People Leadership role within a Helpdesk or Contact Centre environment.
• Ability and confidence to make decisions and direct others under pressure.
• Proven skills and experience in coaching, developing and empowering staff to achieve deliverable outcomes.
• Well-developed problem solving and analytical skills.
• Excellent communicate and interpersonal skills, accomplished in liaising with a range of stakeholders in various contexts.
• Understanding of continuous improvement / process improvement framework.
• Certificate III in Customer Contact (desirable).
• Certificate II/III in Health Administration (desirable).

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role.

As you will be required to work a rotating roster, including nightshift and weekends, penalty rates will apply. 

Serco and Proud

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play from caring for vulnerable people to managing complex public services. We are a team of 60,000+ globally and 16,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management and citizen services.

To learn more please visit www.serco.com/aspac

Join Us

If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.

Serco's values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.