MedHealth are a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.

We have been named as one of the Australian Financial Review BOSS Best Places to Work in 2022.

This is a pivotal role responsible for orchestrating the delivery and continuous enhancement of customer and employee experiences. You’ll be crafting solutions that solve real customers problems and support our people to work more effectively. You will be responsible for leading and developing teams that fundamentally love technology and creating fantastic business outcomes. At the core of the role is delivery and service, but the real magic is how you develop the team to meet our goals and vision. Your drive, desire, and passion to innovate and find new ways to do this are what the role is really about. 

You will lead a team of professionals across Service Desk, End User computing and Service management, working closely with the EGM Technology Operations and Security, as well as  business partners, key business leaders and the whole technology group. You will own how we deliver service excellence in the technology field to the business and ultimately making sure that our end customers receive the best service possible and we delivery on our purpose and promise every single time.

• Strong knowledge of business strategy, sales, and customer experience principles in a Service and support environment
• Strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.
• Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
• Ability to run executive meetings and presentations internally and externally. You will also need to negotiate with cross-functional teams to deliver on projects that will improve the Customer Experience.
• High-level strategic thinking and problem-solving skills
• Ability to communicate technical concepts and align them with client business goals and objectives
• Ability to work in large, collaborative teams and gain the cooperation of others
• Excellent attention to detail

This role is based in Australia

What is this role about?

• Continually look for opportunities to support and mentor the Customer Experience team in their ability to support related systems and services with a lead by example approach 
• Develop the team, creating clear career paths and opportunities to grow 
• Manage and monitor the ticket queues effectively, with a strong focus on fast effective communication to our users
• Using an automation and data first mindset, effectively review tickets and requests to find root causes
• Create and refine documentation and improve process 
• Engage with senior stakeholders across functions to support the rollout of new products, features, and services, ensuring a seamless customer and employee experience.

You are welcome here

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Aboriginal and Torres Strait Islander Australians to our team. When you join MedHealth, we want you to bring your whole self to work – and we value your unique contribution.

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.