Counselling Services Team Leader

Accountabilities: You will provide operational leadership and ongoing support to a multidisciplinary counselling team, ensuring consistent service quality, effective workforce management, and a positive working environment. Lead, coach, and provide day-to-day operational support to a team of up to 25 counsellors working across a 24/7 roster. Promote employee wellbeing through regular supervision, coaching, professional development, and ongoing support. Foster a positive, inclusive, and collaborative team culture that encourages engagement and high performance. Manage workloads, scheduling compliance, and operational requirements to ensure effective service coverage. Monitor team performance and service quality, ensuring compliance with established standards and procedures. Collaborate with clinical and operational teams to identify opportunities for service improvements and respond to feedback. Address team concerns, resolve operational challenges, and encourage effective communication and collaboration. Ensure team members consistently follow relevant policies, procedures, and trauma-informed service delivery standards. Use operational data and reporting to identify performance trends and support continuous improvement initiatives. Requirements The ideal candidate brings strong people leadership experience, a solid understanding of trauma-informed support, and the ability to manage complex, high-volume services in a fast-paced environment. Previous experience leading teams that support individuals affected by trauma, risk, or complex personal circumstances. Strong understanding of domestic, family, and sexual violence, trauma-informed practices, and associated risk considerations. Experience managing high-volume services, including virtual or geographically distributed teams. Excellent communication, interpersonal, coaching, and people management skills. Confidence using digital systems and technology to support remote team operations. Ability to interpret data and reporting to monitor team performance and identify opportunities for service improvement. Strong organizational and problem-solving abilities, with the capacity to manage competing priorities in a 24/7 operational environment. A degree in a relevant discipline, such as Social Sciences, Social Work, Counselling, or Psychology. A qualification in leadership, coaching, or mentoring is highly regarded. Previous call centre leadership experience is considered a significant advantage. Valid Australian working rights. Benefits Free Telstra mobile phone and plan for eligible employees. 30% discount on eligible home internet services. 16 weeks of paid gender-equal parental leave, with additional leave options. Flexible working arrangements to support work-life balance. Career breaks and ongoing professional development opportunities. Free 24/7 professional wellbeing support for employees and their families. Employee rewards program offering discounts and cashback across shopping, travel, entertainment, and more. Novated leasing and salary sacrifice options. Opportunity to contribute to an essential national support service and make a meaningful difference in people's lives. Fully remote working environment, with teams collaborating virtually across Australia.