Support Partner Team Lead

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management. 

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here.

An exciting opportunity exists for a full-time permanent Support Partner Team Lead to join our Customer Support team; helping to support to people.

Reporting to the Support Partner Manager, you will be responsible for leading the delivery of high quality support and experience to HomeMade customers by fostering good relationships with customers, and their support network while providing consultation, advice and case management support. You will guide and direct the Support Partner Team towards achieving operational goals, efficiency targets and overall team performance. 

At HomeMade we believe that collaboration and team connection is key to success. This role can either be based in Sydney, Brisbane, Sunshine Coast or Melbourne (a mix of office/home). We're all about creating opportunities for people, regardless of where they live.

Day to day will see you:

• Lead the Support Partners (up to 10 direct reports), and provide immediate supervision to them for day-to-day requirements of their roles. 
• Supervise, coach and mentor direct reports to ensure a high-performing team environment that develops team members to their full potential in a complex remote workforce environment.
• Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision and values of HomeMade. 
• Be a primary point of escalation for complex queries. 
• Undertake a collaborative and goal oriented approach with the Support Partners to developing and updating support plans with customers. 
• Maintain oversight over Support Partner work to deliver desired customer outcomes and respond in a timely and effective manner to changes in their circumstances and support needs. 
• Uphold and deliver on service requirements in accordance with the Aged Care Act and Aged Care Quality Standards.
• Support the Support Partner Manager in day-to-day operational management of the Support Partner Team.
• Participate in, contribute to and implement quality improvement and risk management into all aspects of service including policies and standard operating procedures. 
• Engage with and collaborate with cross functional teams to achieve customer and organisation goals. 

Your Skills & Experience

• Tertiary qualifications
• Demonstrated experience in Home and Community Care, ideally with Aged care experience
• Knowledge of Health or Community Aged Care Services or Home Care or Disability Services
• Strong communication skills and customer service focus
• Well-developed understanding and delivery of support and case management experience in a complex Aged care or Disability environment
• Experience at mentoring and educating teams
• Experience at coaching individuals and teams for success
• You have demonstrated skills in dispute resolution including complaints, critical thinking, time management and decision making at supervisor level.
• Ability to achieve key performance indicators

Who you will be working with

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

The values we live by

🫶🏼PUT PEOPLE FIRST - People and relationships matter most

🪁 FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

💖DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent

💡BE BOLD - With a vision to imagine and create a brighter future

Life at HomeMade

🏠 Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is in Sydney's CBD near Town Hall station.

💕 We care - Be surrounded by a supportive, family-friendly working environment.

🪴 Keep growing with us - Ongoing career development opportunities.

🎉Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

🙋🏼‍♂️ Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice!

🌴 Flexi Leave Days - Enjoy 2 paid days each calendar year to focus on your health and wellbeing.

❤️‍🩹 Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.

👨🏻‍👩🏻‍👧🏻‍👦🏻 Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

We are one

As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for! 

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.