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Customer Service Team Leader

1 month ago

Emerald, Australia Suncorp Group Full time
  • Join Suncorp's new Contact Centre in Townsville
  • Lead and inspire frontline teams across iconic Australian brands
  • Drive customer obsession and performance excellence
  • Flexible working options and strong career development support

As a Customer Service Team Leader within our new ASG Contact Centre in Townsville, you'll bring our strategy to life by leading and developing our growing frontline teams to foster a high-performance culture that is customer-obsessed, risk-aware, and outcome-driven. You'll play a key role in delivering brand propositions and driving continuous improvement across our customer service operations.

What You'll Do
  • Lead, coach and motivate a team of specialists to achieve individual and team goals
  • Connect team members to Suncorp's purpose, strategy, and brand identity
  • Drive productivity and reduce waste through best practice coaching (e.g., Ethos approach)
  • Embed a mature risk culture and proactively manage issues to protect customers and the business
  • Manage performance and conduct, ensuring adherence to company processes
  • Lead change initiatives across productivity, brand offerings, risk, compliance, and people
  • Foster a culture of safety, wellbeing, and engagement in both virtual and face-to-face environments

What You'll Bring
  • Experience in leadership, coaching, and mentoring
  • Ability to lead in hybrid working environments
  • Strong interpersonal and communication skills
  • High resilience and ability to build resilient teams
  • Advanced coaching skills and ability to influence
  • Proven capability in managing change (ADKAR Model)
  • Strong problem-solving, time management, and prioritisation skills

What You'll Enjoy
  • A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks paid secondary carer parental leave and unlimited paid emergency response leave
  • Discounts and offers on a range of retail favourite stores as well as insurance products
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave
  • Invest in your brighter future with ongoing study support and career development programs
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council

Explore our full benefits: suncorpgroup.com.au/careers/benefits

At Suncorp, we believe we are our best when our workforce reflects the diverse communities we serve. We're committed to creating an inclusive culture, offering flexible work, career development, and building meaningful connections.

If you require support or adjustments to participate equitably in our recruitment process or in the workplace, please contact luke.morandini@suncorp.com.au for a confidential conversation.
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