Team Lead, Customer Service

2 weeks ago

Melbourne, Victoria, Australia WEX Inc. Full time
Job Scope


The Team Leader Customer Services AU supports our Australian Customer base and is an important role in the APAC Customer Operations team.

The position will be responsible for leading and developing a team of 8 customer service advisors, workforce and queue management, quality standards and the achievement of CX and operational targets.

With an emphasis on creating engagement within your team and driving a continuous improvement culture this position is suitable for a proactive hands on leader, who is experienced in using data to gain insights and drive improvements.

What we offer

  • Competitive salary and attractive benefits
  • Fixed Term Opportunity
  • Hybrid working
  • Fantastic worklife balance
  • Melbourne CBD location
The Role and Responsibilities

Operations and Service Improvement

  • Monitor customer support metrics to ensure quality and timely resolution of all customer contacts via the support channel in line with external and internal SLA's.
  • Manage the day today operation of the team through scheduling, some forecasting and intraday monitoring
  • Create, adapt, adopt, invent and improve systems and process to enhance customer experience and efficiency while ensuring all regulatory requirements are met
  • Develop a deep understanding of our customer, products and systems through regularly talking to customers and helping our team manage escalations as required.
  • Complete end of month tasks as required
Leadership

  • Motivate and strengthen the caliber of the team through personal development, knowledge sharing and coaching.
  • Build broad relationships across the business, particular with stakeholders in the customer journey to encourage collaboration
  • Facilitate and drive performance development through the performance management process.
  • Help build an engaged, customer centric team by setting clear goals, rewarding positive behaviours and demonstrating our WEX leadership values.
  • Actively contribute to a culture where customers are at the heart of our business and living our values
Knowledge, Skills and Personal Attributes

  • Experience in managing the employee lifecycle management through hiring, onboarding, training and development.
  • Demonstrated ability to use data to drive improvements in workforce management, customer and employee experience
  • Advanced management, prioritization skills, goal setting, planning and work scheduling skills
  • Understanding of the customer and merchant life cycle would be advantageous
  • Demonstrated effective communication skills
  • Good Computer Literacy

  • Customer Service

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Monthly sales and orders report Ensure accurate product pricing in Pronto Conduct distributor reviewsAbout Us: My Client in Melbourne is seeking a dynamic Sales and Commercial Customer Service Manager. This role is vital for their sales success and overall business operations.Purpose: Responsible for sales and commercial reports, pricing management, customer...

  • Customer Service Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    What Makes Us, UsWe want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees Real Wellbeing so that they can better support our members' and customers' wellbeing journey.At Australian Unity We're for real wellbeing. For us, real wellbeing means so much more than...

  • Team Lead Customer Service

    2 weeks ago

    Melbourne, Victoria, Australia Aggreko, LLC Full time

    Purpose:Positions holders are responsible at varying levels for providing administrative and secretarial services to the organisation. Activities include producing documents, collecting, recording, sorting and filing data, preparing reports and presentations, making travel arrangements, planning office events and meetings, arranging appointments, responding...

  • Customer Service

    2 weeks ago

    Melbourne, Victoria, Australia Universal Business Team Full time

    About the Company:MPI Automotive is a well-respected name in the automotive industry, known for its exceptional products and services. MPI are a passionate team dedicated to offering outstanding products and services to their customers. And now, we're on the lookout for a friendly, enthusiastic, and customer-focused individual to join the team.Role...

  • Customer Service Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia NEXTDC Full time

    Company DescriptionAt NEXTDC we are building the heart of Australia's high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.As an Australian head officed, ASX100 listed company we currently...

  • Customer Service Officer

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Location: Altona, Australia Warehousing, Transport and DG Dynamic team environmentMy client, a dynamic organization in Altona, is seeking a dedicated Customer Service Officer to join their team. Reporting to the Site Manager, this role plays a pivotal part in delivering exceptional service to our valued customers.Key Responsibilities: Customer Service...

  • Customer Service Team Lead Au

    2 weeks ago

    Melbourne, Victoria, Australia Brenntag Full time

    CUSTOMER SERVICE TEAM LEAD AU:Our team in Melbourne currently has an opening for a Customer Service Team Lead AUYOUR ROLE & RESPONSIBILITIES:Develop and lead a customer focused team delivering service excellence in customer service while supporting Brenntag's Commercial/Sales and Supply Chain functions.Lead by example with a problem solving, solution focused...

  • National Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Primary LocationMelbourne, VICJob Description SummaryAn exciting opportunity has arisen for a National Team Lead - Remediation to join Service Stream Team based out in MelbourneAbout the RolePositioned within Service Stream's Telecommunications Unit, the National Team Lead and Remediation Manager will support Operations and Maintenance Business unit....

  • Customer Service Reps

    1 week ago

    West Melbourne, Victoria, Australia Customer Management Solutions Full time

    FLEXIBLE HOURS - IMMEDIATE START - GET PAID TO TALK TO PEOPLEWe are a dynamic customer service solutions brand that has an amazing client base.If you're looking for work now - we have tons of opportunitiesAbout the job...> Monday to Sunday 37.5 hours per week; we are a 24/7 365 contact centre - flexibility for you and for us> Immediate start; we have ongoing...

  • Customer Service Lead

    2 weeks ago

    Melbourne, Victoria, Australia Pact Group Full time

    Customer Service Lead Full-time Job Description Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture. About this opportunity We...

  • Customer Service Lead

    2 weeks ago

    Melbourne, Victoria, Australia Pact Packaging Full time

    Job Description:Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture.About this opportunityWe specialise in the manufacture and supply of large...

  • Customer Service Team Lead, Safety

    2 weeks ago

    Melbourne, Victoria, Australia Neuron Mobility Full time

    The Role This role reports into the Head of Customer Service (CS). The CS Team Lead, Safety will manage a team of Specialists and all safety matters under the CS Team's Safety arm. He/she will be heavily involved in interfacing with other departments in order to drive the tasks required of this role. What You'll Do: Manage, execute and enhance on...

  • Retail Sales Team

    2 weeks ago

    Melbourne, Victoria, Australia Team Relax Full time

    For nearly 25 years, Lids has been the leading headwear and sports apparel retailer in North America We are so excited to have launched globally in 2022 with our next stop in Australia. Selling officially licensed product from professional sports leagues and headwear from today's hottest athletic and fashion brands is what we do. We've done it through years...

  • Customer Support Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia Education Perfect Full time

    At Education Perfect, we're a team of dedicated professionals passionate about empowering educators and inspiring students. We believe that education has the power to change the world and our mission is to innovate, create, and develop technology that helps make that change a reality. As an EPeep, you'll work on projects that have a real impact on students'...

  • Customer Engagement Associate

    2 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    As the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values. Reporting to the Senior Customer Engagement Associate, your responsibilities will include: Reporting to the Customer Engagement Centre Team Leader,...

  • Customer Advocacy, Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia Jetstar Full time

    Challenge yourself to handle critical cases within the legal and executive channels:- Fantastic opportunity to lead and mentor a team of Customer Advocacy professionals:- Permanent Full-Time opportunity based at our Collingwood Office in Melbourne.If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are...

  • Broadband Customer Service Lead

    2 weeks ago

    Melbourne, Victoria, Australia Origin Energy Full time

    Develop Origin's customer service strategy and roadmap Newly created role within Retail X Melbourne basedWorking for usAt Origin we have a strong purpose and values that challenge us to find the answers to the big energy questions. Every person that works with us helps us reach that goal. If you bring good energy to Origin, you'll get it in return. A...

  • Customer Service Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Pace Appointments Full time

    We are currently looking for a skilled and motivated individual to join our client's team as a Team Leader for Customer Service. In this role, you will be responsible for leading and managing a team of Customer Service Executives, ensuring exceptional customer service, efficient after-service support, and effective sales administration. Your ability to...

  • Customer Service Team Manager

    2 weeks ago

    Melbourne, Victoria, Australia RACV Full time

    Melbourne, Victoria | RACV Noble Park Office Opportunity to coach, mentor, and lead. Great salary and company benefitsThe roleYour leadership and passion will shape our valued inbound phone based Memberline Teams as you lead, coach, and develop customer service professionals.Utilising your experience in managing high performing, frontline customer service...

  • Team Lead, Service Delivery

    2 weeks ago

    Melbourne, Victoria, Australia TTEC Full time

    Team Lead, Service DeliveryBringing smiles is what we do at TTEC... for you and the customer. As a Service Delivery Team Lead working (remotely) in (Melbourne, Australia and Parramatta Location), you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company...