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Leadership

4 months ago

Sydney, Australia Heinemann Full time

For our Corporate Officer located at Sydney International Airport we are looking for a Customer Service Team Leader. The Customer Service Team Leader plays an integral part in representing and enabling the delivery of customer service excellence across the organization. The Customer Service Team Leader provides support and direction to the team to develop service improvements. The Team Leader assists with the continuous development and improvement of general operation and processes. This includes both business and people processes and ways of working.**Leadership**

Your new job includes
- Delivers a high level of customer service both personally and within the team by developing a customer service culture and service competence
- Acts as a point of escalation for complaints - tasked with ensuring customer satisfaction and mutually beneficial outcomes for Heinemann
- Provides accurate customer refund in line with company policies and procedures
- Manages and achieves set Key Performance Indicators (KPI’s)
- Coaching, mentoring and developing team members, ensuring correct company procedures are followed
- Develops the Heinemann Brand Promises and values within the team
- Demonstrates an understanding of Workplace Health and Safety (WHS) regulations, ensuring a safe work environment for all team members
- Monthly call Centre reporting and management

What you should bring along
- Previous leadership experience in the retail/service industry
- Previous call Centre experience advantageous, but not essential
- Experience with CRM software (for example MS Dynamics) and ERP systems (SAP)
- Ability to coach and inspire team members
- Proven experience in attaining Key Performance Indicators (KPI’s)
- Ability to work autonomously and effectively within a team
- Strong interpersonal and communication skills
- Multi-lingual advantageous, but not essential
- Ability to perform well under pressure

What you can be excited about

Active feedback culture

Attractive employee discounts

Extensive training and development opportunities

Subsidised parking

Team events