Senior Service Facilitator
NZCare Disability
Albany, NZ
4d ago

Who We Are

HealthCare NZ provides a wide array of health and human services to people throughout New Zealand. Since 1988 we have been empowering people in need to live independently, safely and well in their community as well as in specialized treatment settings.

We help people across the country gain access to needed services, ensuring they receive vital services, are safe, well-cared for, and live as independently as possible.

What's the role about?

The Service Centre is the engine room of the organisation, enabling our Service Delivery Team to deliver excellent, locally-based clinical care to the people we support.

As a Senior Service Facilitator within the Service Centre, you will help drive operational efficiencies by guiding and supporting team members and leading shifts, as the 2IC to the Team Leader.

This is a hands' on role where you will also be working alongside the team to answer phone and email-based queries, ensuring we are meeting our SLAs.

What you'll be doing :

  • Coaching and providing guidance to Service Facilitators
  • Assisting with recruitment, onboarding and induction of new team members
  • Providing a first-call resolution help-desk service for clients and potential clients, family and Whanau, Support Workers, duty managers, funders, and other stakeholders
  • Actively managing short-term roster changes and vacancies to ensure the customer's needs are met, and service plan requirements are fulfilled in a timely and responsive manner
  • Coordinating cover for unplanned relief requirements
  • We are looking for someone with the following skills :

  • Previous leadership experience as a 2IC or at a similar level, in a contact centre environment ideally
  • Exceptional communication and rapport building skills
  • Confidence in using technology
  • Ability to work under pressure and show resilience
  • Must be flexible to work weekends, evenings and public holidays
  • Due to the nature of the services we provide, we need to be available to our clients every day, this is a full-time position that involves rostered shift work between the hours of 6 : 00am - 9 : 00pm, Monday to Sunday.

    You will get your roster at least 2 weeks in advance and you are able to swap shifts if need be. This is a great opportunity for someone who wants to develop their leadership and management skills - there are plenty of opportunities for career progression within the Service Centre given the size of our organisation and the fast-paced environment that we are operating in.

    Why Us

    At Healthcare NZ, we're passionate about creating an inclusive workplace that promotes and values diversity, reflecting the communities we serve.

    If you would like to work in a role that is both rewarding and challenging - then this could be the role for you. Please apply now!

    Mēnā he tangata ngākaunui ana koe ki te tautoko i ngā momo tāngata, tēnā pea, kei konei he tūranga mōu. Tukua mai tō tono ki Healthcare NZ.

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