About Us: At Aruma, we believe in the power of diversity and inclusivity. Our mission is to defend human rights and create a world where every individual is treated with dignity and respect. We're committed to building a team that reflects the rich tapestry of humanity. People love to work at Aruma because they get the satisfaction of knowing they are Supporting people to live a great life, the life they want, the life they choose. Aruma is BRAVE. That's what makes us a trailblazer, being part of our team means you need to meet our BRAVE behaviours (Bold, Respectful, Authentic, Value Teamwork, Excellent). Candidates with a disability are encouraged to apply! Your valuable insights will enrich our advocacy efforts and foster a more inclusive world. About the role: We're looking for an experienced Service Sales Team Lead to join our team! This pivotal role within our National Contact Centre will be instrumental in upholding and enhancing Aruma’s reputation as a human-rights focused organisation that consistently exceeds customer expectations. You will support the National Business Development Manager by refining customer service processes and managing complaints to ensure they are handled fairly, efficiently, and respectfully. As the first point of contact for general customer inquiries, you will deliver high standards of service to both new and existing customers. Additionally, you will monitor and report on contact centre performance, document service standards, and identify areas for improvement. Strong communication, organisational skills, and a background in customer service and process management are essential. If you are passionate about providing exceptional customer support and improving service processes, we encourage you to express your interest in this role. Key Responsibilities: * Assist the National Business Development Manager to maintain the development, achievement and continuous improvement of the team objectives and plans. * Identify improvement opportunities and offer possible solutions. * Ensure reports, projects, presentations, and other administrative work are completed as required. * Constructively and cooperatively participate and contribute to the team environment. * Be a champion of the company’s Complaints and Feedback Policies and Procedures. * Dealing with complaints over the phone and in writing. This includes, but is not limited to, new or old customers, their support network, providers, and members of the public. * Assessing complaints received with a view to determine the appropriate department responsible for responding to complainant. * Providing, both verbally and written, clear and accurate advice to all complainants, internal and external stakeholders. * Ensure any feedback or complaint received is documented and referred to the business within a timely manner. * Oversee all complaints entered into the company’s system and ensure they are managed up to resolution. * Contribute to quality control mechanisms to improve the customer service delivery, feedback, and complaints resolutions. * Perform quality checks to ensure the agreed resolution continues to meet the customer’s needs. * Assist with the development, maintenance and improvement of robust policies and procedures for the customer service and complaint management process, when required. * Communicate effectively with people from a wide range of backgrounds. * Communicate professionally and respectfully when handling any customer feedback, complaint, or enquiry. * Provide current and prospective customers with organisational and NDIS information on services offered, regional operations, other ARUMA products and business streams. Benefits of working with Aruma! * Salary Packaging: Access to NFP salary packaging up to $15,900 for living expenses and additional $2,650 for meal and entertainment expenses each year tax free. * Fitness Passport: Access to subsidised Gym membership * Employee Assistance Program: Free confidential service including Money Assist, Legal Assist, Family Assist and Nutrition/Lifestyle Assist. * Discounted Health Insurance: Access to a range of discounted health and wellness services through Bupa. * Recognition & Rewards: Recognition for your hard work through BRAVE Reviews and our annual BRAVE Awards night * Job Satisfaction: Through making a real difference in peoples’ lives within a values-driven organisation. About You: * Demonstrated experience (3+ years in a business and/or customer service leadership role). * Experience within a contact centre environment is preferred yet not essential. * Previous customer resolution, complaint management and/or customer service experience. * Experience working in a customer facing, and values driven organisation. * Experience in driving positive cultural reform and building workforce capability. * Engaging personality, well developed presentation, written, verbal and listening skills, including an excellent telephone manner. * Commitment to the customer service ethic, always putting the needs of the customer first. * Able to adapt communication style to specific needs of individuals and groups. * Self-motivated, accountable and customer focused. * Demonstrate confidence, empathy, and sound business judgement in interactions and in the provision of advice. * Great organisational skills and good computer literacy and capability in using systems and technology. * An understanding of the importance of maintaining the confidentiality of the company, employees, customers, and their families. * Hold current or willingness to obtain relevant regulatory requirements (as per role and/or State). Desirable * Experience within the Disability Services Industry and an ability to relate to people from all walks of life. * Knowledge of NDIS funding model and processes Ready to make a change? Apply Now! Only applicants with the right to work in Australia will be considered. Shortlisted applications will be required to undergo pre-employment probity checks. We will be actively shortlisting during the advertising period and reserve the right to close this advert prior to the advertised date.