Customer Service Team Leader

2 weeks ago

Sydney, New South Wales, Australia Employ Full time
Seeking a caring nurturing team leader to grow and develop their team
- free gym and pool and hybrid role - inbound customer service - no selling

  • Make a difference, make improvments and have autonomy to implement changes


A national provider of home loans and house hold name and market leader is seeking and experienced inbound call centre team leader who has worked in a call centre team leading role previously.


You will be one of 3 inspiring team leaders managing your own team of 15 customer service agents working to strict daily KPI's and form part of a team of 45 inbound Customer Care professionals.

This is a great opportunity to be part of our energetic, close-knit team, where you grow develop and inspire your team to achieve outstanding levels of customer service.


Our Call Centre is open 7 days a week with operating hours from 8:00am to 8:00pm Monday to Friday and 9:00am to 5:00pm on weekends and Public Holidays.

You work a 5 day working week and cover certain periods of the call centre hours on a rotating roster.


As part of a National Contact Centre and Management team, you will lead and inspire your team driving results, handling escalations and maintaining customer service levels and standards.

You will engage, motivate and develop your team, leading by example and providing guidance and training where required. You will drive quality of service throughout your team and maintain and meet client service level requirements.


The call centre is a service centre serives customer requests, there are no sales or target to reach, just delivering customer service excellence and excellent cusotmer expereiences.


Role Summary
Accountable for the effective operation and leadership of their team. Maximize performance and ensure that service standards are met and maintained.

Ensure a high level of service is provided at all times while providing mentorship to agents - promoting and encouraging team work and morale.


Role requirements:

  • Develop a team culture with a high service ethics to ensure the achievement of service standards, and providing a consistently high level of customer service to customers
  • Conduct monthly one on one sessions with each team member, to monitor performance and develop staff skills
  • Provide regular and adhoc feedback to management on statistics from their designated team
  • Service level management and call queue management
  • Provide day to day support to team members
  • Ensure that appropriate training and development plans are developed and implemented across the team
  • Conduct regular performance management activities, ensuring that succession planning, performance planning and performance appraisal processes are adhered to
  • Hold regular team meetings and stand ups, ensuring that all staff participate, recognise, contribute and receive updates on business performance

Experience:

  • Previous team leader in a call centre in banking where you have managed metrics like AHT, ACW, adherance to schedule, Compliance, call centre SLA's.
- financial services experience is essential and a requirement for this role

  • Strong leadership skills and enthusiastic attitude to customer service
  • Excellent communication and relationship building skills
  • Demonstrated ability to drive results through coaching, training & mentoring
  • Strong organisational skills and ability to identify issues and solve problems
  • Ability to handle escalated complaints and build customer relationships
  • Bubbly energetic personality that is passionate about their people

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