Customer Care Team Leader

2 weeks ago

Sydney, New South Wales, Australia GN Group Full time
GN Hearing Australia is currently experiencing an exciting period of growth.

As a result, we are now seeking an experienced Customer Care Team Leader to join us in a newly created role.


As Customer Care Team Leader you will play a pivotal role in ensuring GN provides a first-class customer experience by coaching and developing a team of 8 customer care professionals.


Reporting to the Customer Care Manager, you will be responsible for daily floor management of the team, tracking KPIs, delegating work, analysing team performance against incoming volumes, and contingency planning to ensure a seamless service for our customers.


You will support your team by managing escalated customer queries/complaints and internal queries, and by coaching and developing the team through feedback, one-on-ones and action planning.


This is a hands-on role in a fast-paced environment where strong communication and collaboration will be key to your success.

On a daily basis you will be collaborating with the wider customer care function, the commercial team and the onsite operations group, working proactively and collaboratively to deliver the highest standard of customer service.


You will act as a role model by living the GN Values and Leadership Principles, driving collaboration, continuous improvement, building positive morale and ensuring your team feels engaged and empowered to be their best.


For this role we are seeking a self-starter with a positive "can-do" attitude who puts the customer at the heart of everything they do.


Excellent verbal and written communication skills and a superior phone manner are essential for this role, along with strong computer skills including MS Office.

Experience with Salesforce (CRM) and Navision will be highly regarded.


What's in it for you?- The opportunity to lead a high performing, hard-working team who are transforming lives through the power of sound.- Opportunities to grow your career in a global technology company.- Access to GN's exclusive reward and recognition platform, including incredible discounts with hundreds of retailers.- Generous discounts on GN and Jabra products.- Access to an online wellbeing centre.- Employee Assistance Program.- Free flu vaccinations.- Free fruit and refreshments.

If the sound of this opportunity excites you, we'd love to hear from you

Please note that we can only consider applicants with full unrestricted Australian work rights.

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