Customer Connect Lead

3 weeks ago

Doncaster, Australia Global 360 Full time

Johns Lyng Group
- Doncaster Location
- No City Traffic
- Career Progression Opportunities

Due to continued business growth, an exciting opportunity is available for a dedicated and hardworking individual to join our Doncaster Office team in the position of Customer Service Lead / Call Centre Lead.

**The Company**:
Positioned as one of Australia's leading Insurance Builders, Johns Lyng Group has been established since 1953 and has a reputation for excellence. Management's transparent and honest attitude towards staff, coupled with our team of highly skilled craftsmen and professionals make us ready for any building emergency.

**The Role**:
Reporting to the National Customer Connect Manager, you will be responsible for overseeing customer service teams across our VIC offices. You will utilise your existing communication, interpersonal and business management skills to develop strong relationships with internal team members, key corporate clients and customers and ensure all key performance indicators and business objectives are met. This is fantastic chance to join a stable and secure company that values its people above all else Future opportunities for career progression will also be available.

**Key Duties & Responsibilities**:

- Oversee a team of Customer Service Representatives
- Monitor performance of team members & be directly involved in their work
- Ensure a high level of personalised customer service is provided at all times
- Provide training & coaching to staff
- Manage client relationships & correspondence
- Liaise between insurance companies & insured parties
- Manage / resolve issues & escalations
- Manage fluctuating workloads following catastrophe or weather events
- Work closely with National Operations Manager & General Manager of Insurance Services
- Implement performance metrics
- Develop & improve operational processes
- Allocate / relocate resources to ensure optimum efficiency & reduce costs

**Key Selection Criteria**:

- 3 years’ experience leading a team in a call centre environment
- Ability to handle difficult clients and sensitive customer or team member situations
- Strong background in customer service & administration
- Insurance / claims experience ideal, however not essential
- Confident & professional phone manner
- Excellent relationship building skills
- Ability to work autonomously & manage a demanding workload
- Excellent communication & interpersonal skills
- High level time management & multitasking skills
- Strong Microsoft Office skills
- Availability to work afterhours & weekend shifts following catastrophe or weather events
- A positive, “go-getter” attitude and a desire to go above and beyond to deliver high quality customer service

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