Why Join Our Team?

At our company, we prioritize the well-being of our employees. Here's how we support you:

• Generous Annual Leave – Take advantage of 5 weeks of paid annual leave to maintain a healthy work-life balance
• Salary Packaging – Boost your earnings with salary packaging options, including up to $15,900 and $2,650 for meals and entertainment.
• Fitness Passport & Discounts – Stay fit with access to discounted fitness memberships, plus enjoy reduced insurance premiums and exclusive offers via Perkbox.
• Paid Sick Leave – We care about your health, offering 13 days of paid sick leave each year to support you when needed.
• Paid Maternity Leave – After 12 months of service, enjoy 14 weeks of paid maternity leave to help you during an important time in your life.

Customer Service Team Leader – Key Objectives:

• Coach and support the Enquiries Team to triage, qualify, and convert leads.
• Ensure KPI achievement in call handling, triaging, sales conversion, and CRM use.
• Handle escalations and ensure a great customer experience.
• Lead process improvements and system changes affecting enquiries.
• Manage telephony operations and provide call support when needed.
• Oversee CRM (Niara) for training, updates, and process optimisation.
• Ensure seamless integration across web, CRM, and telephony systems.

Person Specifications – Skills & Knowledge:

• I lead with confidence, empathy, and the ability to positively influence others.
• I bring valuable experience in delivering impactful human services.
• I stay calm and focused, even when priorities shift or pressure mounts.
• I communicate clearly, thoughtfully, and effectively—both in writing and speech.
• I take initiative and am driven to find solutions proactively.
• I thrive in fast-paced environments and maintain efficiency under pressure.

Essential Qualifications & Experience:

• I lead teams effectively under pressure and tight timeframes.
• I provide strong staff supervision and support.
• I’m confident using staff management tools.
• I’m skilled in Salesforce (Niara) setup, use, and reporting.
• I have experience managing 3CX or similar telephony systems.
• I coach teams to consistently exceed KPIs.
• I understand the disability/community services sector.

How To Apply: 

Click APPLY to submit your application. 

Please include:

Your current resume

A short cover letter outlining your skills, experience and what interests you about this role.

Applications close on Wednesday, 15th April 2026.

When applying internally, Northcott employees are required to notify their Manager and should be aware that their Manager may be asked to endorse their application.

About Northcott:

Northcott is a registered NDIS disability provider that works with customers to realise their potential. 

As one of Australia’s largest not-for-profit disability service organisations, our workforce of 2,400 staff provides services from metropolitan and regional locations in New South Wales, the Australian Capital Territory and Queensland. 

We have nearly 100 years of experience and expertise in disability services and support. In FY2025, we provided empowering, personalised services to more than 5,400 people with disability, and supported more than 23,000 children with disability and development delay and their families as an NDIS Early Childhood Partner in the Community.

When you join Northcott, you become part of a purpose-driven organisation that values trust, respect, and human connection.

Our Values:

Our values are the foundation of everything we do at Northcott. They have shaped who we are and continue to guide the way we support our customers every day.

• Innovative – We embrace creativity and forward-thinking to develop new ideas and solutions that anticipate and respond to changing needs.
• Respectful – We listen, value every voice, and recognise each person’s right to be heard and understood.
• Brave – We stand strong in our commitment to people of all abilities, speaking up and taking action—even when it’s challenging.

These values reflect our dedication to creating a more inclusive, empowering, and supportive community for everyone.

Northcott will review candidates throughout the recruitment process, likely before the close date and you will be advised of an outcome. For general enquiries about the role you are applying for, please email recruitment@northcott.com.au .