Customer Care Team Leader Uow

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
Customer Care Team Leader UOW
-
You are a people person with a knack for leading and coaching
:

-
We are a team that cares deeply about helping our customers
:

-
Together we can thrive in a flexible, secure work environment.
We currently have a Team Leader opportunity for a 12 month secondment

looking after our CSD Flex Agents at our University of Wollongong Campus. (UOW)

You must be on site 50% of your working week

The full time shift will operate within the following:
Sunday 8am - 4pm

Monday & Tuesday 12pm - 8pm

Wednesday & Thursday 10am - 6pm

See yourself in our team


Our CSD Flex Agents Team is a team of passionate customer service representatives who support our customer with their online and phone banking activities.

Operating 24 hours day, 7 days a week, our team is always available to support our customer with their enquiries and provide the best in class service.


Do work that matters


As a Team Leader you will be required to lead from the front and motivate your team to achieve their best, whilst providing strong coaching and promoting development opportunities.


You will also be responsible for:

  • Leading a team to drive customer outcomes that are right first time and within the agreed timeframes
  • Leading the day to day running of the team by monitoring and analysing team performance and workflows, utilising standardised systems and reporting
  • Identifying, driving and delivering continuous improvement and efficiency enhancements to create experiences our customers love
  • Building internal and external relationships through the use of superior stakeholder management techniques and customer service skills
  • Planning and executing risk mitigating procedures and reporting and discussing the results of your risk management
  • Scheduling and people planning requirements eg ensuring appropriate cover across the teams core hours
  • Use the Group's people management systems and policies to effectively manage people and complete all required people management activities

We want to hear from people that:


You will be an experienced team leader with strong people management skills, who can comfortably provide support, mentorship and development to their people to create a strong team environment.

You will also possess a strong risk mindset, able to identify and mitigate risks at first opportunity.

Other qualities you possess include:

  • Effective customer service, stakeholder management and negotiating skills
  • Attention to detail, accuracy and ability to work to deadlines.
  • Ability to set performance targets and motivate / coach team members to achieve.
  • Demonstrated ability to drive a continuous improvement culture within a team
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Advertising End Date: 29/05/2024

Job ID REQ211474

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