Contact Centre Manager

Apply for the Contact Centre Manager role at Mable .

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self‑manage their service providers with support from our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by creating unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you’ll play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference.

Visit https : / / homemadesupport.com.au /

About The Role

As the Contact Centre Manager, you’ll lead the heartbeat of HomeMade’s customer experience and inspire and empower your team to deliver exceptional service every day. You’ll be the go‑to escalation point and a trusted partner to the Head of Operations and wider business, using data, insights and customer feedback to shape better processes, smarter systems and more seamless experiences.

Key Responsibilities

Team Leadership & Performance

• Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
• Provide ongoing coaching and feedback to enhance team members' skills.
• Foster a positive and inclusive work environment that encourages collaboration, innovation and continuous learning.
• Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner.

Operations Management

Quality Assurance

Technology & Systems

Reporting & Analysis

Skills, Knowledge and Experience

The Values We Live By

Our Benefits

We are one – we celebrate our diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

We strongly encourage all interested candidates to apply, even if you don’t feel you tick all the boxes. We value diversity in experience and may bring something we are looking for into the organisation.

We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications, analysing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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