National Customer Service Manager

Senior Leadership position in Perth-based but national reach. Help make the complex simple.

RediMed is a prominent healthcare organisation with a national presence, dedicated to building a healthier, more resilient Australia. Through our multidisciplinary approach, we deliver end-to-end health solutions via our expert team of Psychologists, Surgeons, General Practitioners, Physiotherapists, Occupational Therapists, Exercise Physiologists, Nurses and Medico-Legal Advisors.

We pride ourselves on our unique business model, high-quality, patient-centered care within a supportive and collaborative environment. With exciting growth underway, we're looking to fill a newly created national role to oversee RediMed's customer access and service experience.

The Role

Reporting to the Chief Operating Officer, this is a high-impact leadership role with national scope and genuine strategic weight.

You'll own RediMed's entire customer access and service experience — from our National Contact Centre to telephony, email, online booking, telehealth and in-clinic customer service teams. You'll design and execute a scalable, customer-centric operating model that supports growth (including acquisitions), elevates customer experience, and delivers measurable improvements in operational efficiency and financial performance.

This isn't a role for someone who manages the status quo. We want someone who will rethink how patients and customers connect with RediMed, and then build the systems, processes and team to deliver that consistently, across Australia.

The role involves:

• Thinking strategically and leading nationally - define the national customer access strategy and translate customer requirements into practical, commercial and scalable solutions.
• Driving operational excellence - own the design and implementation of processes and systems to deliver customer-centric outcomes.
• Leading a high-performing team - build and manage a team of customer service professionals to deliver exceptional customer experiences.
• Collaborating with stakeholders - work closely with other departments to ensure seamless customer experiences across all touchpoints.

• Proven experience in a senior leadership role, preferably in a customer-facing or healthcare organisation.
• Strong strategic thinking and problem-solving skills, with the ability to translate customer requirements into practical solutions.
• Excellent communication and interpersonal skills, with the ability to build and manage high-performing teams.
• Ability to work collaboratively with stakeholders to deliver customer-centric outcomes.
• Strong analytical and problem-solving skills, with the ability to drive operational excellence.