Team Lead

2 weeks ago

Morwell, Victoria, Australia Department of Energy, Environment and Climate Action Full time

The Customer Experience Team provides an easy, consistent and accessible experience helping customers participate in and receive the benefits from the Solar Victoria programs.

This includes a strong focus on putting the customer first, providing timely access to information, pursuing a culture of first contact resolution and low customer effort and placing an emphasis on using customer insights and data to drive a better experience for customers.

The Customer Experience Team Lead reports to the Manager, Customer Experience and leads a team of customer experience officers in driving a customer first service model.

High level communication skills with the ability to communicate clearly, accurately and empathetically are required to deliver a consistent and seamless customer experience.

Strong leadership will enable the ability to empower and motivate the team within a high-performance and high-volume and fast paced environment.

You must be a confident, energised individual with the ability to work as a team player and enjoy collaborating with others to achieve a win-win outcome.

A passion for supporting the growth of the renewable energy industry will be a plus.
Specialist/Technical Expertise/Qualifications

Mandatory:

  • Proven experience of at least two years in a midhigh level team leadership role
  • Proven ability to operate effectively and efficiently within a dynamic, sensitive, confidential and time pressured environment being responsive and solutionsfocused
  • Demonstrated ability to work with Salesforce or similar Customer Relationship Management Systems, and Amazon Connect or a similar Telephony System.

Desirable:

  • Postsecondary qualification in Customer Service, Business Administration or Leadership would be highly regarded
  • Experience in a customer service setting including staff work allocation, establishment and monitoring of performance indicators
This is an ongoing and fixed term position available for a period of 24 months. The work location for this position Morwell with hybrid work arrangements available.

To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) summarising their skills and relevant experience.

For further information please refer to the attached position description.
Applications close at midnight on Sunday, 18 June 2023.

Other relevant information:

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing position is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.
A Diverse, Inclusive and Flexible Workplace

DEECA welcomes applicants from a diverse range of backgrounds and we focus on the essential requirements of the job and being consistent and fair in our treatment of all applicants.

We also understand that a balanced life is important to our employees.

Talk to us about our flexible options such as working some days from home, starting early or late, working part time, job sharing or accessing paid or unpaid leave.

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