Vinnies Assist Team Leader

Job No: VIN2022
Location: Lewisham, NSW

  • Permanent, full-time
  • Based in Lewisham, NSW
  • SCHCADS Level 6
  • Lead a small team
  • Be a part of setting up a new function
  • Put your customer service experience to good use as you learn new skills

What we do

The St Vincent de Paul Society is a leading provider of community support services and has been assisting people experiencing disadvantage in NSW for more than 130 years. Our people reach out to the most vulnerable in our community through our Conferences, Special Works and Vinnies shops. The Society’s mission is to shape a more just and compassionate society by offering a ‘hand up’ approach to people in need respecting their dignity, sharing our hope and encouraging them to take control of their own destiny. 

Directorate overview

The Vinnies Assist Team Leader position is in the Corporate Services directorate and is part of the Governance, Risk and Safeguarding team.  This team is responsible for supporting good governance practices throughout the Society; provision of State Council and Board secretariat services; leading the development of organisational policy; safeguarding functions; and enterprise risk management.

The Role 

The Vinnies Assist team is currently being established and will function as a state-wide inbound call centre helping properly direct a wide range enquiries ranging from donors, volunteering, retail and corporate inquiries. The team will also be the first point of contact for all incoming calls for assistance from individuals needing to access Vinnies community services.  

As the Team Leader you will play a vital role in establishing systems, protocols and procedures and in putting together this small team. The role will require a mix of good telephone customer service and experience along with either formal qualifications in care, a background in the sector or a genuine need and commitment to assisting those in need.       

The Vinnies Assist Team Leader will:

  • Ensure interactions with all callers provide an excellent level of customer service and are referred on appropriately, are culturally appropriate and consistent with trauma informed care practices.
  • Develop procedures, workflows and resources to support and enable quality service provision, and effective and efficient team operations.
  • Provide and model excellent telephone service and role model for the Vinnies Assist team.
  • Maintain and update information in the Society’s databases including all administrative tasks associated with assessment and referral.

This role reports to the Governance and Risk Coordinator. Please click here for a copy of the position description.

To be successful in this role, you will need:

  • Experience developing and implementing effective people policies, practices and reporting, with consideration of key organisational and external factors.
  • Track record effectively delivering projects and demonstrated ability in managing competing priorities and applying attention to detail.
  • Excellent relationship management and communication skills, with proven ability to positively influence and collaborate effectively with internal and external stakeholders at all levels. 
  • Demonstrated drive for results and ability to analyse, collate and present meaningful data and insights to inform organisational decision-making.
  • Experience developing and implementing organisational policies, processes and reports.
  • Strong written and verbal communication, and great attention to detail
  • Able to use and analyse data to develop and apply insights and create meaningful reports and information
  • Strong planning discipline and time management

Come and join our team! 

We believe our employees are key to our success and in return we offer:

  • Job satisfaction working as part of a team making a difference to people’s lives in an organisation that cares about people. 
  • Generous salary packaging benefits to employees where a portion of take-home pay is tax-free.
  • In addition to excellent learning and development opportunities, as a large purpose driven organisation we provide the potential to grow your career across a range of teams and services.
  • Supportive, friendly and values driven team environment and culture.

 Prior to an offer of employment, preferred candidates will be required to complete the pre-employment checks including reference checks, a Police check, Working with Children check, Health       
Declaration and/or a medical check, Right to work in Australia check. The Society is committed to being a Child Safe organisation, further information can be found in the 
Society’s commitment to Safeguarding Children & Young People.

If you have questions about this role, please email to Jessica Wishart (Governance and Risk Coordinator), quoting Vinnies Assist Team Leader/VIN2022.

Applications close at 11 pm on 9 October 2020

Please submit your application online, attach your Resume and your responses to the Role-specific Criteria outlined in the Position Description.    

St Vincent de Paul Society (NSW) is an Equal Employment Opportunity Employer and is committed to engaging a diverse workforce. The Society strongly encourages applications from people from Aboriginal and Torres Strait Islander background, people with disability, people from diverse cultural and linguistic backgrounds and mature aged applicants.

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