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  • Newly created position in a growing national program
  • Work from home (VIC, NSW or QLD)
  • Full Time until 31 January 2022
  • $92,259 – $96,330 + super & generous salary packaging benefits available
  • Applications close 23 May 2021


Lead a team of Financial Capability Intake Officers responsible for receiving and triaging calls in a structured telephone and online environment; ensuring Officers take a client-directed approach that empowers and supports clients to tell their story, and refer clients to Good Shepherd services and partners as is appropriate to their circumstance.


Provide leadership for the Financial Capability Intake team that includes:

  • Lead development of a high-performance team through demonstration of capabilities outlined in Good Shepherds capability framework and performance planning process
  • Ensuring all clients receive high quality, trauma informed intake and assessment support and referrals are appropriate to the client’s situation (referral may be to internal or external services).
  • Ensuring client information taken during intake is entered into the relevant systems (including the loan origination system) and contained or shared appropriately.
  • Coaching and supporting the team to implement new ways of working and to quickly adopt new systems and processes that improve client outcomes.
  • Supporting the team through a formal supervision framework
  • Ensuring the wellbeing of the team through provision of appropriate support in their day to day roles
  • Provide formal and informal supervision, set goals and manage contributions of direct reports and contribute to the development of teams understanding, skills and capabilities.
  • Support the Contact Centre Manager with people leadership
  • Lead the performance of team across key metrics and workforce planning activities.
  • Build and sustain excellent relationships with leadership, colleagues, the team and all stakeholders.
  • Ensure the team maintains client files, case notes and data in accordance with Good Shepherd’s standards.
  • Support the Program Manager to plan for peaks and troughs in workload and make decision to optimise the workforce and resources.
  • Comply with GSANZ policy, procedures and practice and participate in GSANZ organisational activities

Qualifications and Experience

To be successful in this position, you will possess:

  • Demonstrated experience working in client centred model in community services, health, disability services or an area working with disadvantaged/vulnerable clients
  • Demonstrated experience in leading a team of people in a flexible workforce model or contact centre
  • Demonstrated understanding of a trauma informed approach and able to work with clients that are experiencing financial crisis, neglect, abuse, domestic violence, disability, and mental health
  • Demonstrated capacity to work flexibly and respectfully with a diverse range of people with complex needs, including people with cultural, gendered, social and economically diverse backgrounds, who experience health concerns or disabilities, carer’s and people who have not previously accessed a community services system
  • Strong communication, negotiation and advocacy skills
  • Strong commitment to and capacity for teamwork, collaboration and networking
  • Commitment to the use of supervision, client and colleague feedback and professional development to continually improve practice
  • A satisfactory National Police Check
  • A satisfactory International Police Check (if you have resided outside of Australia within the last 5 years)
  • A current Employee Working with Children’s Check (WWCC) or state equivalent

Position Description

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Why Good Shepherd?

Salary Packaging

Development & Learning Opportunities

Paid Parental Leave

Paid Study Leave

Long Service Leave

Flexible Working Arrangements

How to Apply

To apply please review the hyperlinked position description and submit a short covering letter outlining your relevant skills and experience along with your CV to Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Please apply as soon as possible, applications are considered as they are received.