About the Company
This founder-led healthcare business, based in Melbourne’s eastern suburbs, has grown organically and built a strong reputation for delivering a high-quality patient experience across 15 locations nationally.
With a positive, energetic and collaborative culture, the business offers a fast-paced, agile environment where ideas are welcomed and leaders are trusted to make an impact. This is an opportunity to join a business entering its next phase, with a clear focus on uplift, optimisation and continuous improvement.
About the Role
This is an opportunity to lead a 15-person contact centre and play a key role in elevating performance across the function.
The focus of this role is on continuous improvement and uplift - improving customer outcomes, strengthening team capability, refining processes and driving stronger performance across inbound sales and warm lead conversion. You’ll take ownership of the function as the contact centre expert, bringing ideas, structure and leadership to help maximise the value of an established and growing customer base.
This role will suit a warm, customer-centric leader who enjoys coaching teams, improving performance and shaping how a function operates.
Key Responsibilities
- Lead and develop a team of 15 within a fast-paced contact centre
- Drive KPIs across inbound sales, warm lead conversion and customer experience
- Coach team members to improve quality, communication and performance
- Identify and implement ideas to improve process, efficiency and results
- Build greater structure, accountability and consistency across the function
- Partner with internal stakeholders, including marketing, to improve enquiry outcomes
- Act as the contact centre expert and provide advice to leadership
Key Focus Areas (KPIs)
- Improving appointment conversion and show-up rates
- Reducing speed to lead and improving response times
- Lifting call quality through coaching and feedback
- Strengthening performance tracking, QA and team accountability
- Driving stronger outcomes from warm inbound leads
About You
You are an experienced contact centre or customer operations leader with a track record of improving team performance and uplifting customer-facing functions.
You bring a hands-on leadership style, strong commercial awareness and a genuine passion for customer experience. You know how to create accountability and performance, while leading with warmth, empathy and support.
You will also bring:
- Experience leading customer-facing teams
- Strong contact centre operational and KPI capability
- Experience in inbound sales, warm leads or high-volume enquiry environments
- Experience with CRM and contact centre systems such as Salesforce, Dialpad, Genesys or similar
- Strong communication skills and a customer-first mindset
- The ability to thrive in a fast-paced, evolving business
The Benefits
- Opportunity to lead and elevate an established contact centre function
- Visible role with real influence across the business
- Work closely with leadership in a fast-moving environment
- Join a positive, collaborative and high-energy culture
- Onsite parking available
- 50% off dental treatment for you and your immediate family after 6 months
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact on chantelle.flood@davidsonwp.com, quoting reference JN -042026-43196. Want to know more about Davidson? Visit us at www.davidsonwp.com
