Team Leader Customer Service and Education

6 months ago

Bendigo, Australia Portable Long Service Authority Full time

Location: North West Region | Bendigo

Job type: Full time

Organisation: Portable Long Service Authority

**Salary**: $91,418 - $103,725

Occupation: Customer Service/Call Centre

Reference: VG/1763540

The Portable Long Service Benefits Scheme began on 1 July 2019 to ensure eligible workers in the community services, contract cleaning and security industries can build up long service benefits based on time in their industry, rather than with a single employer.

**About us**

The Portable Long Service Authority is an independent statutory body established to administer the Long Service Benefits Portability Act 2018. The Act, together with the Long Service Benefits Portability Regulations 2020 provide a Portable Long Service Benefits Scheme.

The Portable Long Service Benefits Scheme began on 1 July 2019 to ensure eligible workers in the community services, contract cleaning and security industries can build up long service benefits based on time in their industry, rather than with a single employer.

**About the role**

Due to continued growth, strategic organisational priorities, and increasing operational demand we have an exciting opportunity for a Team Leader to join our Customer Service and Education team. In this role you will provide people management and project support to the Manager Customer Service, and encourage a culture of continuous improvement. Responsibilities in this role will include:

- leading and directing a team in a dynamic customer service environment using a supportive and influencing approach to create a high-performing team that aligns with organisational objectives
- leading and actively participating in change management initiatives at a whole of Authority level to achieve desired outcomes within the Customer Service and Education team
- managing and resolving complex and escalated worker and employer queries in relation to process, entitlements and interpretation of legislation in conjunction with the Manager, Customer Service
- promoting continuous improvement activities and developing innovative solutions to improve the efficiency and effectiveness of systems and procedures
- developing the Authority's operational framework, policies and processes as well as informing the customer service and education strategy and accompanying events which feed into the operational strategy such as running webinars, information sessions, one-to-one training and other ad hoc initiatives in conjunction with the Manager, Customer Service and Team Leader - Customer Service and Compliance
- providing support to the Manager, Customer Service to design and produce reports, design performance measures and targets, system controls, quality assurance and run projects.

**About you**

As the Team Leader - Customer Service and Education, you will be able to:

- demonstrate experience leading a customer service functions, displaying strong leadership, effective supervision and development of staff, to assist the team to deliver high quality and timely customer service outcomes.
- demonstrate the ability to communicate changing priorities, to model a flexible and responsive approach to broader organisational changes, and to design and implement improvements to business processes and policies.
- demonstrate a high level of conceptual, analytical and problem-solving skills
- demonstrate the ability to effectively build collaborative working relationships, educate and communicate with influence, be a confident public speaker and think quickly on your feet.

**How to apply

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