Customer Service
1 week ago
Permanent
Closing Date
18 Apr :59pm
Job Title
Customer Service & Support Centre-Lead (Nightshift)
Job Summary
You will coach your team members to get it Right First Time and to embed a culture of customer service quality and compliance with every interaction.
You will seek to understand constraints that stop your team delivering on these outcomes and actively manage those barriers to meet core expectations.
As a 'Change Leader' you will create advocates of the Telstra brand and develop our continuous improvement capability by the way in which you act, learn, and adjust.
Job Description:
Telstra has an exciting opportunity available for an experienced Team Leader to join our Emergency Services Answer Point Centre.
As a Customer Service & Support Centre-Lead, you will be the contact point for all team members, so your communication skills should be excellent.
Your role is to lead, motivate, develop, and coach a team of contact centre consultants in the Emergency Service Answer Point Centre in Melbourne.
You will coach your team members to get it Right First Time and to embed a culture of customer service quality and compliance with every interaction.
You will seek to understand constraints that stop your team delivering on these outcomes and actively manage those barriers to meet core expectations.
As a 'Change Leader' you will create advocates of the Telstra brand and develop our continuous improvement capability by the way in which you act, learn, and adjust.
Key Responsibilities- Provide regular reports/feedback on fluctuations in workload/resources to input into business plan, goals, and measures
- In conjunction with the scheduling area, maintain workforce/workload management plan which ensures the viability of staff to meet customer commitments and other work requirements
- Monitor and report on systems to improve performance
- Manage stakeholders within your area to remove roadblocks
- Take ownership of and will always keep your commitments
- Identifying opportunities around process improvement that have impact on the customer/community or business
- Effectively manage on phone resources to ensuring adequate coverage
- Accurate system recording of all mandatory required operational activities
- Process escalations (tickets) in a timely manner to ensure compliance metrics are met and community safety is not compromised
- Build capability by identifying, nurturing, and sourcing talent (active participation in succession planning activities)
- Create an environment where people are engaged and can perform at their best
- Ensure individuals have development plans in place to address areas of development and plan for career progression
- Coach Consultants to deliver a customer focussed and compliant outcome on every call
- Create an environment where a consultant feels ok to escalate and ask for help
- Shifts as determined by WFM in an ongoing rotating roster environment which may, at times, require flexibility to change shifts to meet business needs on a 24/7 availability.
- Proven ability to determine priorities, manage operational activities & resources and make sound business judgements to best achieve the business objectives.
- Ability to coach, inspire and develop their teams
- Demonstrated capability to manage difficult conversations effectively
- Ability to lead and motivate staff particularly through change
- Ability to present self as the supporter and promoter of the Business Units strategy, values, and policies
- Demonstrated experience as a Team lead.
- Demonstrated ability to manage and resolve complex/difficult/sensitive situations.
- Excellent communication skills written, auditory and oral with computer literacy.
The role is 100% working onsite and on a Permanent set roster Nightshift
_(21:30 PM to 6:10AM)_
- you will be responsible for supervising staff_, there is no capacity to perform this role working from home.
-
Customer Service Reps
3 days ago
West Melbourne, Victoria, Australia Customer Management Solutions Full timeFLEXIBLE HOURS - IMMEDIATE START - GET PAID TO TALK TO PEOPLEWe are a dynamic customer service solutions brand that has an amazing client base.If you're looking for work now - we have tons of opportunitiesAbout the job...> Monday to Sunday 37.5 hours per week; we are a 24/7 365 contact centre - flexibility for you and for us> Immediate start; we have ongoing...
-
Customer Engagement Associate
1 week ago
Melbourne, Victoria, Australia Customer Engagement Centre Full timeAs the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values. Reporting to the Senior Customer Engagement Associate, your responsibilities will include: Reporting to the Customer Engagement Centre Team Leader,...
-
Melbourne, Victoria, Australia Corporation Service Company Full timeTitle: Client Service Partner Location: Melbourne Working Hours: Monday to Friday - 9am - 5.30pm Hybrid As a Customer Service Partner, you will be responsible for providing clients with business-to-business support, taking and fulfilling orders, as well as managing a portfolio of digital assets. Additionally, you will be working with the...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia HOBAN Recruitment Full timeCasual Customer Service RepresentativeLocation: Various LocationsPosition Type: CasualSalary: $20+ per hourAre you an enthusiastic and customer-focused individual with a passion for providing exceptional service? If you enjoy working outdoors, interacting with people, and taking on a dynamic role, we have the perfect opportunity for you.Key...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Cremornedigitalhub Full timeCustomer Service & Call Centre Source: u Workin JOB DESCRIPTION Customer Service & New Work Officer New Work and Customer Service Representative If you are a results-driven and detail-oriented professional with a passion for Customer Service, we want to hear from youHighly autonomous role with a supportive and friendly team culture Outstanding long term...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Cremornedigitalhub Full timeCustomer Service & Call CentreSource:uWorkinJOB DESCRIPTIONCustomer Service & New Work OfficerNew Work and Customer Service RepresentativeIf you are a results-driven and detail-oriented professional with a passion for Customer Service, we want to hear from youHighly autonomous role with a supportive and friendly team cultureOutstanding long term career...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Adecco Full timeSupportive and fun work environment Full Training Provided ASAP startOur client is seeking experienced customer service individuals to work in the Heatherton Branch and occasionally at Ringwood when required. Positions are now available for passionate customer service professionals to join their team in the capacity of counter customer service.Client...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Adecco Full timeCustomer Service/Licence Testing officers for ASAP start Full Training Provided Ringwood LocationOur client is seeking experienced customer service individuals to work in the Ringwood Branch and occasionally at Heatherton when required. Positions are now available for passionate customer service professionals to join their team in the capacity of customer...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Cremornedigitalhub Full timeCustomer Service & Call Centre Source: uWorkin JOB DESCRIPTION Customer Service & New Work OfficerNew Work and Customer Service RepresentativeIf you are a results-driven and detail-oriented professional with a passion for Customer Service, we want to hear from youHighly autonomous role with a supportive and friendly team cultureOutstanding long term career...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Adecco Full timeCustomer Service/Licence Testing officers for ASAP start Full Training Provided Ringwood LocationOur client is seeking experienced customer service individuals to work in the Ringwood Branch and occasionally at Heatherton when required. Positions are now available for passionate customer service professionals to join their team in the capacity of Licence...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Veritas Recruitment Full timeTemp Contracts Full Time/Part Time Excellent Hourly RatesThese roles are starting as temp/contract opportunies which allow you the luxury of taking a role for a test drive before you commit long term.Read on for a selection of some of the roles we have availableCustomer Service- Part-Time, 6 month contract supporting key customer accounts based in Clayton,...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Pace Appointments Full timeCustomer Service (International Freight Forwarding) 13/6/24 Melb - Western Suburbs Full-Time Ref: 653844 The Company: Our client is a well known International Freight Forwarder and they are now seeking a Customer Service Superstar to join their ever growing and dynamic Customer Service team. Based in the Western Suburbs, you will be well placed to...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Westpac Full timeMultiple full time, permanent roles available in Melbourne CBD, starting 28th April Entry level opportunity, open to a variety of customer service backgrounds Full time paid training + Careers opportunities with Australia's oldest bankWho we areWith over 200 years of history in helping Australians with their banking needs, Westpac is Australia's oldest...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Australian Bureau of Meteorology Full timeAPS Level 5, [Ongoing]- $76,783 - $83, % super All Capital Cities Considered; Melbourne preferredAustralia is regularly affected by severe weather events. These events are growing in frequency and severity, leading to increased economic impact, vulnerability and potential magnitude of harm. To address this, the Bureau of Meteorology is undergoing a...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Universal Business Team Full timeAbout the Company:MPI Automotive is a well-respected name in the automotive industry, known for its exceptional products and services. MPI are a passionate team dedicated to offering outstanding products and services to their customers. And now, we're on the lookout for a friendly, enthusiastic, and customer-focused individual to join the team.Role...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Visy Full timeJob no: 510455Work type: Fixed Term Full TimeLocation: Melbourne - EastNew Work and Customer Service RepresentativeIf you are a results-driven and detail-oriented professional with a passion for Customer Service, we want to hear from you Highly autonomous role with a supportive and friendly team culture Outstanding long term career pathways within a market...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Pace Appointments Full timePace Vic are proud to partner with a market-leading trading organisation who are enjoying a sustained period of growth. They are now on the hunt for an experienced Supply Chain Coordinator to join their tight-knit, committed team. This organisation is an highly reputable, expanding business who values professionalism, adaptability and holds workplace culture...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Gallagher Group Full timeAbout GallagherOur purpose at Gallagher is 'Protect what matters most' and we live it every day. Not only does our technology protect some of the world's highest security environments and agriculture businesses but our purpose also means we care deeply about our people and their families. With operations in New Zealand, Australia, Asia, Africa, USA, Canada,...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Pace (VIC) Pty Ltd Full timeHybrid working model Long term growth opportunity- $70k - $90k + super D.O.EPace Vic is the long standing exclusive recruitment partner of a market leading trading company based in Melbourne's eastern suburbs. As a leader in their field, this organisation has built upon trust and forming long-term win-win partnerships throughout the dairy and meat industries...
-
Customer Service
1 week ago
Melbourne, Victoria, Australia Pace Appointments Full timeThe Company:Our client is a well known International Freight Forwarder and they are now seeking a Customer Service Superstar to join their ever growing and dynamic Customer Service team. Based in the Western Suburbs, you will be well placed to offer the very best service to your portfolio of clients.The Position:Due to an internal promotion a full time...
