Customer Relations Team Lead

1 week ago

Sydney, New South Wales, Australia University of New South Wales Full time

Job no: 519328

Work type:
full time

Location:
Sydney, NSW

Categories:
Administration, Estate / Facilities Management, Management

  • Employment Type: Full
- time, fixed term contract until 8 November 2024

  • Location: Kensington, NSW (On
- campus role, hybrid work arrangement available)

  • From $106$115k+ 17% super + Annual Leave Loading

About the Organisation
UNSW isn't like other places you've worked. Yes, we're a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter.


Estate Management (EM) provides a range of services and advice to all Faculties and Divisions on the Kensington campus as well as the sub-campuses.

It does this by providing campus planning, infrastructure planning, development, construction, refurbishment, maintenance and environmental management. EM also provides a wide range of logistic and associated services to ensure a safe and secure campus environment.

About the role
We're seeking an experienced Customer-focused Team Leader to oversee the effective delivery of customer service for Estate Management.


As a Team Leader you'll be managing a small and collaborative team of 2 professionals who provide high quality support to all EM staff, visitors, customers and stakeholders.

You'll oversee the planning, prioritisation and delegation of tasks for the area and manage more complex customer relations.


The Customer Relations Team Leader reports to Senior Business Partner, Asset Management and works alongside the EM Senior Leadership team and key members of the EM service delivery team.


Your day to day will include:

  • Leading a team of professionals with a real commitment to quality service and oversee more complex relation matters.
  • Be accountable for the teams' handling of WHS EM action items and monitoring their timely resolution
  • Monitor accuracy of record keeping, reporting and database information.
  • Support the Executive Officer to assist with various activities which can be maintained across both the administrative and customer relations teams.
  • Drive the implementation of administrative systems, processes improvement and University policies and procedures across EM.
  • Proactively identify, coordinate and manage customer service projects and initiatives, ensuring effective stakeholder engagement throughout, whilst being an advocate for continuous improvement.

Who you are:
With a strong background in customer service and confidence in leading others, you will be passionate in motivating others to successfully deliver outstanding service and oversee the implementation of policies, procedures, processes and system improvement, alongside:

  • Strong communication skills with ability to engage and manage the expectations of stakeholders.
  • The ability to set priorities and manage workflow in a highvolume environment for yourself and others.
  • Demonstrated problem solving, organisational and analytical skills.
  • A cando attitude, comfortable working within a fastpaced environment.
  • Strong leadership skills with proven experience in leading, motivate and develop teams and to achieve strategic and operational objectives, and to maintain excellent customer service.

To Apply:
If leading a team of professions to delivery efficient and quality service is of interest to you, please submit your CV and cover letter address your suitability for the role before Thursday 15th September

Benefits and Culture:
People are at the core of everything we do.

We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.


Our benefits include:

  • Career development opportunities
  • Up to 17% Superannuation contributions and additional leave loading payments
  • Additional 3 days of leave over Christmas period
  • Discounts and entitlements (retail, education, fitness)
  • The University reserves the right not to proceed with any appointment._
Position Description

Advertised: 01 Sep 2023 AUS Eastern Standard Time

Applications close: 14 Sep 2023 AUS Eastern Standard Time

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