We’re seeking an experienced retentions specialist to lead our outbound Customer Relations & Retention team within our Customer Service Centre.

For more than 65 years, one thing has continued to set Blue Care apart: our commitment to empowering you to live life your way. This focus on individuals has helped us become one of Queensland’s largest and most trusted providers of in-home care, residential aged care, disability services, independent and supported retirement living, and allied health services.

Our Customer Contact Centre in Caboolture enables our success, by providing exceptional customer service to our clients and their family members, prospective new clients and residents, GP’s, hospitals, members of the public and a range of other internal and external customers.

Leading a team of approximately 12-15 Customer Relations & Retention Specialists, you’ll experience a diverse and challenging opportunity to drive continuous improvement for our customers by:

• Coaching, leading and developing your team to deliver a consistent and exceptional customer experience;
• Undertaking quality monitoring activities – ensuring a strong compliance focus
• Leading outbound retention and relationship management activities
• Achieving defined strategic goals through planning of day to day activities. Develop strong relationships with internal and external stakeholders to support ongoing improvement of service delivery procedures within the customer service centre.

About You:

With extensive contact centre experience, you’ll demonstrate a solid background team leading in outbound sales and retention/relationship management. You’ll be a confident communicator, adaptable and resilient to managing changing priorities within your day.

As a leader, you’ll have the drive and willingness to invest time in growing and developing your team’s capability. You’ll present with the confidence, empathy, and interpersonal skills to interact with people from all walks of life, including clients experiencing challenging personal circumstances.

You’ll demonstrate:

• 3+ years contact centre leadership experience
• Demonstrated strengths in coaching and development
• Confidence in workflow management and reporting
• Proven results in driving retention and performance
• Previous campaign management experience
• Strong Problem-solving kills
• Demonstrated ability to devise and deliver lead generation activities

Supporting you to support others:

If you want to join one of the fastest growing industries in Australia, then you’ve come to the right place. As the largest provider of Aged and Community Services in Queensland, Blue Care offers unparalleled opportunities to develop your skills in a supportive, creative and diverse culture.

As a values-based organisation, we actively support a healthy work & life balance, and encourage team members to bring fun and innovation to their job each day! We’re committed to supporting you and your own goals through promotion of health & wellness initiatives, as well as employee assistance & recognition programs. As a not-for-profit, we offer salary packaging to increase your take-home pay, access to Meal & Entertainment Benefits Card and learning & development opportunities to further your career.

Our modern facilities in Caboolture offer on-site or street parking with shops and facilities close by.

Ready to work together:

To apply for this opportunity, please click on the 'Apply' button below to be taken to our online application process. Applying will take you around 15 minutes where you’ll be asked for Cover Letter and Resume that clearly outlines your skills and experience for the role.

Our recruitment team are on hand to provide any support or assistance. We’ll do our best to get back to you within 2 weeks of the closing date

We work hard to make our services welcoming and safe for every person. We are united in keeping children, young people and the elderly safe from harm, within our services, workplaces and the communities we support. We are committed to speaking up loudly for their safety.

Through our values UnitingCare are proud of our teams diversity, we believe in the strength of a diverse and inclusive workforce to help us achieve the best outcomes for the communities in which we operate and serve. We highly encourage applications from people who identify as a part of the Australian Aboriginal and/or Torres Strait Islander Community.