Field Service 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:

As the Field Service Team Leader, you will manage, support and develop the Metropolitan Field Service team, coordinating daily operations to ensure timely and high-quality service of St John First Aid Products for a large and diverse customer base.

Reporting into the Retail Product Manager, the role is working Monday through Friday 37.5 hours a week based in our newly refurbished Belmont State Office, as well as in the field. This a great opportunity to provide a hands-on leadership style in a role where innovation and a proactive approach is encouraged. Occasional regional travel and stay, for training of new employees, and occasional weekend work setting up and managing sales booths at external events, will be involved.

What you’ll do:

• Increase customer base and meet sales targets
• Increase revenue through shop, kit servicing and online capabilities and in other areas that will be developed over time
• Ensure team members have the knowledge, skills and abilities to achieve personal and performance objectives.
• Ensure team members are scheduled for service delivery effectively and efficiently
• Manage people related matters which may have some complexity that includes conduct, performance, fitness and grievances or ensure they escalate to line manager/People Services for advice.
• Provide ongoing training for team members to ensure they can perform their position.
• Ensure team vacancies are filled in a timely manner via appropriate recruitment processes.
• Provide day to day supervision and leadership to team members to ensure day-to-day function activities are achieved. 
• Provide guidance to team members to assist them in dealing/managing unfamiliar tasks.
• Ensure Metro Field Service KPI’s are achieved to the required performance standard as determined by line manager.
• Coordinate staff rosters to ensure that all Kit Servicing vans are being used to their full capacity
• Coordinate staff rosters and leave relief for the team
• Provide guidance to direct reports on the resolution of minor complaints
• Resolve queries and complaints escalated by the team.
• Promote, communicate and engage the team in retail initiatives and product marketing campaigns to actively drive engagement and increase awareness and revenue with St John WA customers
• Ensure all orders are complete in a timely manner
• Ensure all invoices and general back office procedures are delivered in a timely and efficient manner

What you’ll need:

• Proven people management and leadership experience.
• Background in corporate, health, community or commercial based sectors.
• Good problem solving and organisational skills.
• Excellent written and verbal communication skills.
• Knowledge of budgets
• Ability to successfully support change management processes in a dynamic and competitive environment 
• Ability to build positive working relationships that ensures successful commercial outcomes
• Demonstrated ability to develop and implement strategies to ensure established targets/KPI’s are exceeded
• Knowledge of MS Office applications
• Possess the ability to act in an open and friendly style and support change within the team environment
• Experience in managing and measuring team effectiveness and building existing capabilities
• C Class drivers’ license

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:

• $550 Health and Wellness reimbursement
• 17.5% annual leave loading
• 2 additional leave days
• 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", application must include an up-to-date Resume and Cover Letter addressing the below questions:

• What is your motivation in applying for the Field Support Team Leader role with St John WA?
• Outline your experience in team leadership and effective management of remote teams

Alternatively, if you have any questions please contact Careers on (08) 9334 1436 or via email at Katherine.park@stjohnwa.com.au

Applications close on Monday 26th of May 2025 at 6pm.

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