Customer Service Team Leader - Cashless Debit Card

Last updated: 11/05/2021

Customer Service Team Leader - Cashless Debit Card

IMPACT Community Services Limited (IMPACT) is a high profile, community owned organisation supporting the most vulnerable and marginalised members of our community. Since 1978, we have been supporting local people experiencing disadvantage, poverty and exclusion. Our vision is to work with individuals to improve lives.

We are looking to employ a Customer Service Team Leader to lead and co-ordinate the Cashless Debit Card Customer Service team to effectively support people transitioning to the Cashless Debit Card. 


IMPACT is the local partner of the Cashless Debit Card provider, Indue. The local partner Cashless Debit Card Customer Service Team is a fundamental role in ensuring participants in the program have an understanding of the process associated with moving from arrangements with their existing financial institution to the new cashless debit card account. This will involve support in activating the card, using the card and account setups, and interacting with the card provider call centre.  

The local partner Cashless Debit Card Customer Service Team Leader’s responsibility is to lead and co-ordinate the Cashless Debit Card Customer Service team to effectively support people transitioning to the Cashless Debit Card in an environment where confidentiality, responsiveness, efficiency and customer service are essential.

The Team Leaders role involves monitoring delivery service and co-ordination of Customer Service Team members. Providing an exceptional customer experience for everyone who phones or visits IMPACT Community Service’s Local Partner Cashless Debit Card Office and as the first point of contact, are ambassadors of IMPACT’s Mission, Vision and Values.

What you need to be successful in this role:

  • Demonstrated experience in managing and coordinating a team with a customer service focus and in a community service environment
  • Strong issues management, including escalation of issues and de-escalation of issues when required
  • Ability to rapidly acquire an understanding of the Cashless Debit Card program and systems, IMPACT’s programs and services, and the support services in the wider community
  • Experience working with vulnerable people and people with diverse backgrounds (eg. Aboriginal and Torres Strait Islander Australians and people with CALD backgrounds)
  • Proven high level communication skills with both staff and customers
  • Ability to maintain positive public relations with visitors, participants, staff and key stakeholders
  • Ability to exercise tact, courtesy and judgement whilst maintaining confidentiality
  • Experience in analysing data and writing reports
  • Demonstrated technology skills in relation to email creation, navigation of websites and mobile phone applications
  • Intermediate computer skills with proficient use in Microsoft Excel and Word
  • Excellent organisational and time management skills with the ability to prioritise
  • Ability to maintain a high level of accuracy in preparing and entering information
  • Demonstrated attention to detail and a well-ordered approach to work

Highly desirable would be:

  • Experience working with and supporting people in receipt of Centrelink payments
  • Experience assisting clients with setting up and accessing MyGov accounts
  • Knowledge of support services in the local community

About our benefits:

  • Salary packaging up to $18,500 which reduces your tax and increases your take home pay
  • Birthday bonus day off
  • Reimbursement for NDIS Worker Screening and Blue Card clearances

How to apply:

Submit your application today and provide your:

  • Cover letter telling us why you are a great match for this role
  • Up to date Resume

IMPACT welcomes applications from Indigenous Australians, people with a lived experience of mental ill health and recovery, a disability, those who identify as LGBTIQ and from culturally and linguistically diverse backgrounds. 

We believe that diversity in our workplace makes us stronger and we provide equal opportunity to all. Selection for all vacancies is made on the basis of merit. 

The successful applicant will be required to obtain background checks prior to commencing, including a Working with Children and an NDIS Worker Screening clearance.

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