Contact Centre Team Leader

For more than 130 years, St John WA has been a cornerstone of support in Western Australia connecting with community through education, training and care.  

As a trusted not-for-profit, the organisation’s unwavering mission is to serve humanity and build resilient communities which we do through a strong team spirit, camaraderie and the collaboration of all team members – paid and volunteers alike - working together to support wellbeing and health for every Western Australian.  

St John WA is powered by team members who have a strong sense of belonging and purpose and combined we are a leader in pre-hospital care and related products.

Last year, we connected with 1.2 million Western Australians including:  

• 340,000 people through first aid training, education and engagement,  
• 362,000 people who received care close to where they live and work,  
• 410,000 received trusted transport and emergency care when they needed it most.   

A job to be proud of:

Are you passionate about driving team performance and delivering exceptional customer service?

We currently have an exciting opportunity for a motivated and experienced Contact Centre Team Leader to join the First Aid Training and Equipment team. To be successful in the role you will have proven ability to develop a high performing team and have a strong customer service background. You will lead and mentor our contact centre team to ensure that daily targets are met and drive our purpose of making first aid a part of everyone’s lives.

This position is permanent full time based in Belmont and will supervise and improve the daily activities of the contact centre. You will be responsible for managing call and email volumes across our Customer Service team, ensuring that all customer, training, and equipment enquiries are handled efficiently and to a high standard.

What you’ll do:

• Lead and support the Customer Service team to meet service and performance targets
• Manage call, email, training, and equipment enquiries
• Oversee complaints, customer feedback, and team initiatives
• Support recruitment, training, and development
• Manage stakeholder relationships and prioritise daily tasks
• Monitor headcount, team performance, and report on KPIs
• Drive a positive and customer-focused team environment.

What you’ll need:

• Proven experience in call centre management and leading teams to success
• A positive, professional attitude with strong motivational and interpersonal skills
• Excellent planning, coordination, problem-solving, and conflict management abilities
• Resilience under pressure, with a proactive, solution-focused mindset and initiative
• Salesforce CRM knowledge (desirable) and a strong drive to achieve results

What’s in it for you?

The successful candidate will be offered an interactive and supportive working environment within a positive and professional team along with:

• Health and Wellness reimbursement
• 17.5% annual leave loading
• Corporate Uniform
• Competitive remuneration package
• Salary packaging options
• Free emergency ambulance cover
• Free first aid training

To apply for this exciting opportunity please select "Apply Now". Applications must include a detailed cover letter outlining your motivations for this position and resume.

Alternatively, if you have any questions, please contact Passang Dema – Talent Sourcing Consultant at passang.dema@stjohnwa.com.au

Applications close on Tuesday 13th May 2025 at 6:00pm.

St John WA is committed to creating an inclusive environment which provides a sense of belonging and enables a welcoming, diverse, capable and connected workforce who represent the community we serve. Our goal is to ensure people feel safe to be themselves. 

We actively encourage applications from people of all ages, genders, nationalities, abilities, and cultural backgrounds, including Aboriginal and Torres Strait Islander peoples, members of the LGBTIQ+ community, and all other suitable applicants. 

Please note that St John will not accept recruitment agency applications for this position.

St John reserves the right to select a shortlist from the applications received. The selection process employed will be at the discretion of St John. St John may begin the shortlisting process prior to the closing date.