Team Leader - Reactivations Team
Team Leader - Reactivations Team
Salary & Benefits
- $70,000 – $75,000 + Super
- Significant salary packaging benefits (up to $17,500 per year)
- Approx. $83,000 take‑home + super
About MedicAlert Foundation
MedicAlert Foundation is a trusted national not‑for‑profit organisation dedicated to helping save lives through our medical identification and emergency response services. With members at the heart of everything we do, our contact centre plays a critical role in delivering care, reassurance, and support every day.
We are now seeking an experienced Team Leader – Reactivations Team to support and coach our contact centre team while remaining as an active team member of the Reactivations team.
About the Role:
Reporting to the Member Services Manager, this role is a balance of people leadership, coaching, performance monitoring, and hands‑on call handling. You will lead by example on the phones, oversee team output and quality, and play a key role in maintaining strong service standards and KPIs. This is not a desk‑bound leadership role — you will actively take calls, listen into interactions, support escalations, and help develop training and reporting frameworks that strengthen the team’s performance.
Key Responsibilities:
- Lead, coach, and support the Member Services team on a daily basis
- Remain hands‑on on the tools, taking inbound and outbound calls alongside the team
- Monitor call quality, productivity, KPIs, and service targets
- Listen to calls and provide structured coaching and feedback
- Handle escalated or complex member enquiries when required (infrequent)
- Support onboarding and ongoing training of team members
- Contribute to the development and upkeep of scripts and training materials
- Assist with reporting, dashboards, and performance insights
- Work closely with leadership on continuous improvement initiatives
- Collaborate with stakeholders as new tools and systems are introduced (including AI‑supported solutions)
- Salesforce – phone, email, and SMS communications
- Apollo CRM – MedicAlert’s internal system
- (Experience with similar CRM/contact centre platforms is highly regarded)
You are an experienced contact centre or customer service leader who enjoys being visible, approachable, and operationally involved.
You will bring:
- Proven experience as a Call Centre Team Leader or Customer Service Team Leader
- Strong coaching and people‑development capability
- Attention to detail and confidence working with data, reporting, and KPIs
- An engaging, mature, and supportive leadership style
- Confidence managing performance while maintaining team morale
- Comfort working hands‑on in a regulated or process‑driven environment
- Contact centres
- Member services
- Customer support environments
Team & Culture
You’ll be joining an experienced team, with a culture built on collaboration, empathy, and accountability. This role will suit someone who values stability, purpose‑driven work, and leading by example.
How to Apply If you’re an experienced contact centre leader who enjoys coaching teams, staying hands‑on, and making a genuine difference in members’ lives, we’d love to hear from you.
Apply now via SEEK or contact Courtney (08) 8317 4802 for a confidential discussion.
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
Location
Adelaide, South Australia
Salary
Work Type
Full Time
Industry
Date published
2026-03-13
JO-0099115
