Customer Contact Centre Team Leader

The Hospital:

The Royal Children’s Hospital’s (RCH) Vision is “A world where all kids thrive”.

RCH is a cornerstone member of the Melbourne Children’s Campus, partnering with Murdoch Children’s Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children’s Hospital Foundation.

RCH has cared for the children and young people of Victoria for more than 150 years since it was founded in 1870. A full range of paediatrics and adolescent health services are provided plus tertiary and quaternary care for the most critically ill and medically complex patients in Victoria, Tasmania, southern NSW and other states around Australia and overseas. The Hospital has more than 6,000 staff, a budget of $850M, 12 wards and 350 beds. Annually, the RCH has 300,000+ Specialist Clinic appointments, 90,000+ Emergency Department presentations and 20,000 elective surgeries.

The RCH is committed to the Child Safe Standards. 

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact.

For further Information on RCH is available here.

About the Role

This is a new full time ongoing role which will play a pivotal part in supporting the Customer Contact Centre. This team includes the Contact Centre and Switchboard services. This role will have day-day responsibilities for these areas and will work closely with the Administration & Operations Manager Specialist Clinics. Further the role will have a portfolio of administrative education and training to ensure consistency of training resources and processes.

The Contact Centre has primary responsibility for responding to online and phone enquiries regarding outpatient appointments. Switchboard is a 24/7 service responding to internal and external calls, including overhead announcements of medical emergencies and other hospital codes.

Classification for this role is Award 10 Grade 4 Level 1 - Level 5 AO41 – AO45 ($83,657.6-$92,482 per annum, plus super plus salary packaging)

What you’ll achieve:

• Supporting a team environment within Customer Contact Centre
• Work collaboratively with other team leaders to develop and implement consistent training and workflows across Specialist Clinics administrative staff
• Contribute to the Specialist Clinics administrative leadership team

Your skills and experience

• Experience in leading a small- medium sized team
• Strong verbal and written communication skills
• Demonstrated problem solving skills and an ability to adapt in the situations
• Positive experiences working with multiple key stakeholders
• Proven team player

If this sounds like you, click here to view the position description.

About the Department

Ambulatory Services is one division within RCH and has responsibility for Complex Care, Family Healthcare Support, Day Medical and Day Oncology Units, Hospital in the Home (Wallaby) as well as Specialist Clinics (SPC). As a service, we have a broad remit across the organisation and work closely with other divisions including Medicine, Surgery and Critical Care.

What we offer:

• Salary Packaging – Increase your take home pay!
• Parkville location and close to public transport

Other requirements:

• Current National Criminal Record Check, or willing to obtain
• Valid Working with Children Check
• Compliance with RCHs “Staff Immunisation - Prevention of Vaccine Preventable Diseases” procedure

Application process

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.

For more information about this position please contact Natasha Tomkins, Administration and Operations Manager Specialist Clinics, natasha.tomkins@rch.org.au

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be vaccinated against Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children’s Hospital.  Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children’s Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption

Are you ready to join our team? 

 Apply online by clicking on the “Apply” button

Applications close 29 August 2025