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  • Join a growing NFP organisation empowering the lives of women, children & families
  • Leadership opportunity – national telephone & online team
  • Work from home 
  • Full time, fixed term contract until Dec 2022 (extension subject to funding)
  • $94,568 + super, generous salary packaging benefits (up to $18,000 tax free) & gifted leave


The Team Leader – Telephone & Online will 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.

Applications close 10am Monday, 24 January 2022. Please apply as soon as possible, applications will be considered as they are received.


Key responsibilities include, but not limited to:

  • 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 the wellbeing of the team through provision of appropriate support in their day to day roles.
  • Providing formal and informal supervision, set goals and manage contributions of direct reports and contribute to the development of teams understanding, skills and capabilities.
  • Leading the performance of team across key metrics and workforce planning activities.
  • Supporting the Contact Centre Manager to plan for peaks and troughs in workload and make decision to optimise the workforce and resources.

Qualifications and Experience

To be successful in this position you will have:

  • Qualification in related field and or experience in community services, financial counselling, financial capability or telephone & online based service delivery
  • Demonstrated experience in leading a team of people in a flexible workforce model or contact centre
  • Skills in leading phone intake, assessment and triage
  • Demonstrated understanding of a trauma informed approach and able to work with clients that are experiencing financial crisis, neglect, abuse, domestic violence, disability, and/or mental health
  • You may need to provide evidence of Covid-19 vaccination, or medical exemption.

Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory referee checks, a current employment Working with Children Check, National Police Check (and international police check if resided overseas for 12 months or longer in the past 10 years) and proof of the right to work in Australia.

We recognise the rich diversity of people across Australia. We are committed to ensuring that our team is reflective of the diverse community we serve and to supporting a culture of equity, inclusion and diversity.

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.