Team Leader (WA) – Leaving Violence Program

WA-based | Full-time | Fully work-from-home

About the Leaving Violence Program

The Leaving Violence Program supports people leaving, or who have recently left, a partner who uses violence. Through the Program, eligible victim-survivors can access:

• Financial support packages
• Safety supports, including risk assessments, safety planning and tailored referrals

The Program is available to all eligible victim-survivors, regardless of gender or visa status.

The opportunity

We are seeking an experienced and motivated Team Leader to join our leadership group. You will play a pivotal role in ensuring service excellence by leading a team of intake, individual and specialist support workers, overseeing day-to-day operations, and fostering a collaborative, accountable and high-performing culture.

This is a full-time, fully work-from-home role (37.5 hours per week). You must be based in Western Australiaand available to work between 8:00 am – 6:00 pm in your local time zone.

If you are a strong people leader with experience in call centre or fast-paced service environments, thrive on problem-solving, and have a passion for making a difference, this role offers a unique opportunity to directly impact the quality of support provided to victim-survivors.

What you’ll do

• Lead and support a fully remote team of intake, individual and specialist support workers, ensuring high-quality service delivery.
• Provide leadership, coaching, and performance management, fostering a culture of continuous improvement and wellbeing.
• Oversee workforce planning, rostering and real-time adjustments in a virtual call centre environment.
• Act as the escalation point for service queries, approvals and operational challenges.
• Support staff in resolving issues, ensuring timely and effective outcomes.
• Use data and performance insights to monitor operations and implement improvements.
• Ensure compliance with program policies, best practices and regulatory requirements.
• Contribute to strategic planning, workforce development and service innovation.

About you

• Bachelor’s degree in Social Work, Counselling, Community Services, Psychology, or equivalent.
• Eligible for registration with at least one professional body: AASW, ACA, AHPRA or PACFA.
• Willingness to undergo checks: Working with Children Check, National Police Check, right to work, qualifications and professional membership verification.
• Must be based in WA, able to work remotely from home, and available 8:00 am – 6:00 pm (37.5 hours per week).

Experience

• 5+ years’ people leadership experience, ideally managing fully remote teams in health, community, social services, or a related sector.
• Demonstrated success in managing diverse teams, including intake, individual and specialist support workers.
• Proven experience in real-time workforce management (RTA), rostering, and service coordination.
• Strong performance management experience, including probation reviews, coaching, and mentoring.
• Preferably, experience in call centre or fast-paced, high-volume service environments.
• Experience in FDSV services is desirable but not essential – transferable leadership experience is highly valued.
• Confidence in issue resolution, escalations, and maintaining a focus on service quality and client outcomes.

Why join us?

• Lead a high-performing team within a program changing lives every day.
• Be part of a supportive, values-driven organisation where your wellbeing is a priority.
• Access career pathways and professional development across Telstra Health.
• Enjoy generous benefits, including:
• 16 weeks gender-equal paid parental leave
• Family and Domestic Violence leave
• Cultural and volunteer leave
• Study leave and option to purchase additional leave
• Discounts on Telstra services and employee rewards
• Free, confidential 24/7 Employee Assistance Program (EAP) for you and your family

Our commitment

We are passionate about creating a safe, inclusive and supportive workplace. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and people with disability.

Even if you don’t meet every requirement, we encourage you to apply or contact us at recruitment@health.telstra.com to discuss your interest.

We are a Circle Back Initiative Employer – we commit to responding to every applicant.

Ready to make a difference? Apply today and lead a team delivering safe, timely and compassionate support to people leaving violence.