Service Coordination Team Leader

About the role

The Service Coordination Team Leader will sit at the heart of HomeMade’s customer experience, guiding a team of Service Coordinators to deliver high‑quality, compliant care services. You will act as the primary escalation point, provide real‑time coaching, and model best practice while managing your own portfolio of coordinators.

Key responsibilities

• Act as the first point of escalation for Service Coordinators, resolving complex customer or service‑partner issues.
• Provide day‑to‑day coaching and guidance to build confidence, capability and consistency among Service Coordinators.
• Share knowledge and insights to promote best practice in service coordination and customer engagement.
• Support the Service Coordinator Manager with resource allocation and workflow planning to meet customer needs.
• Identify trends, service challenges and training opportunities through performance monitoring.
• Manage a team of Service Coordinators, assisting both new and existing members with planning, coordinating and adjusting services.

Required profile

• Willingness to work flexible hours within the operating schedule (Monday‑Friday 7:00 am–7:00 pm, Saturday 7:00 am–12:30 pm).
• Availability for a full‑time role (38 hours per week).

Required skills