Team Leader - Reactivations Team

MedicAlert Foundation | Hindmarsh, Adelaide | Permanent Full-Time

Salary & Benefits

• $70,000 - $75,000 + super


• Significant salary packaging benefits of up to $17,500 per year


• Approx. $83,000 take-home + super

About MedicAlert Foundation

MedicAlert Foundation is a trusted national not-for-profit organisation dedicated to helping save lives through its medical identification and emergency response services. With members at the heart of everything it does, the contact centre plays a critical role in delivering care, reassurance and support every day.

MedicAlert Foundation is now seeking an experienced Team Leader - Reactivations Team to support and coach the contact centre team while remaining an active member of the Reactivations team.

About the Role

Reporting to the Member Services Manager, this role is a balance of people leadership, coaching, performance monitoring and hands-on call handling. You will lead by example on the phones, oversee team output and quality, and play a key role in maintaining strong service standards and KPIs.

This is not a desk-bound leadership role. You will actively take calls, listen to interactions, support escalations and help develop training and reporting frameworks that strengthen team performance.

Key Responsibilities

• Lead, coach and support the Member Services team on a daily basis


• Remain hands-on on the tools, taking inbound and outbound calls alongside the team


• Monitor call quality, productivity, KPIs and service targets


• Listen to calls and provide structured coaching and feedback


• Handle escalated or complex member enquiries when required


• Support onboarding and ongoing training of team members


• Contribute to the development and upkeep of scripts and training materials


• Assist with reporting, dashboards and performance insights


• Work closely with leadership on continuous improvement initiatives


• Collaborate with stakeholders as new tools and systems are introduced, including AI-supported solutions

Systems & Tools

• Salesforce for phone, email and SMS communications


• Apollo CRM, MedicAlert’s internal system


• Experience with similar CRM or contact centre platforms is highly regarded

About You

You are an experienced contact centre or customer service leader who enjoys being visible, approachable and operationally involved.

You will bring:

• Proven experience as a Call Centre Team Leader or Customer Service Team Leader


• Strong coaching and people-development capability


• Attention to detail and confidence working with data, reporting and KPIs


• An engaging, mature and supportive leadership style


• Confidence managing performance while maintaining team morale


• Comfort working hands-on in a regulated or process-driven environment

Backgrounds best suited to this role

• Contact centres


• Member services


• Customer support environments

Retail and hospitality backgrounds are not suited to this role.

Team & Culture

You’ll be joining an experienced team, with a culture built on collaboration, empathy and accountability. This role will suit someone who values stability, purpose-driven work and leading by example.

How to Apply

If you’re an experienced contact centre leader who enjoys coaching teams, staying hands-on and making a genuine difference in members’ lives, we’d love to hear from you.

Apply now via SEEK or contact Courtney on (08) 8317 4802 for a confidential discussion.