Customer Care Team Leader UOW

2 weeks ago

Sydney, New South Wales, Australia CommBank Full time
  • You are a sociable individual with a talent for guiding and mentoring.
  • We are a dedicated team that prioritizes assisting our clients.
  • Togethe`r we can excel in a flexible and secure work setting.

We currently have an opening for a Team Leader position for a 12-month assignment

focusing on overseeing our CSD Flex Agents at the University of Wollongong Campus (UOW).

You will need to be present on-site 50% of the workweek.

The full-time schedule will fall within the following:

Sunday 8 am - 4 pm

Monday & Tuesday 12 pm - 8 pm

Wednesday & Thursday 10 am - 6 pm

Envision yourself as part of our team

Our CSD Flex Agents Team consists of enthusiastic customer service representatives who aid clients with their online and telephone banking needs. Operating around the clock, seven days a week, our team offers constant support for client inquiries, striving to deliver top-notch service.

Engage in meaningful work

As a Team Leader, you will lead by example, inspire your team to perform at their highest potential, deliver effective coaching, and foster growth opportunities. Additionally, your responsibilities will include:

  • Guiding a team to achieve accurate customer outcomes within specified timeframes
  • Overseeing daily team operations through performance monitoring, workflow analysis, and using standardized systems and reports
  • Driving and implementing ongoing improvements and operational efficiencies to enhance customer experiences
  • Cultivating relationships internally and externally through superior stakeholder management and customer service abilities
  • Developing and executing risk management procedures, reporting findings, and discussing risk management outcomes
  • Managing scheduling and personnel requirements to ensure adequate coverage during core hours
  • Utilizing the organization's personnel management systems and policies to effectively lead and manage team members

We are seeking individuals who:

We are looking for an experienced team leader with robust people management skills, capable of offering support, guidance, and growth opportunities to create a cohesive team environment. Additionally, you should possess a strong risk awareness, being able to recognize and address risks promptly.

Other attributes we value include:

  • Strong customer service, stakeholder management, and negotiation skills
  • Attention to detail, precision, and ability to meet deadlines
  • Capability to set performance goals and motivate/coach team members towards achievement
  • Demonstrated capability to instill a culture of continuous improvement within a team

If you are currently part of the Commonwealth Bank Group (including Bankwest, x15ventures), please apply through Sidekick for a valid application submission. We are eager to assist you in advancing your career.

We are aware of certain accessibility challenges on this platform, especially for users utilizing screen readers. Our aim is to simplify the process of finding your ideal role, so if you need additional assistance, please reach out to HR Direct.

Application Closing Date: 29/05/2024

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