Customer Service Operations Team Leader
4 weeks ago
The Student Administration and Library Services team at Swinburne University of Technology are looking for a Customer Service Operations Team Leader to join them
The Customer Service Operations Team Leader is a key operational position responsible for leading a team focussed on delivery of quality and seamless front line customer service throughout all aspects of the domestic and international student journey. Key responsibility will include staff management, complaints resolution and analysis, developing improvement strategies, liaising with core business units and collaborating closely with StudentHQ team and the Library teams. The incumbent will be responsible for monitoring resources, volume and workflow, and ensuring policies, procedures and processes remain current and are adhered to.
**About You**
**To be suitable for this role you will need to have experience in the below key accountabilities**:
- Demonstrated experience in the development and supervision/management of a high performing team of front-line staff in a complex and busy environment
- Excellent interpersonal, communication and negotiation skills, including demonstrated ability to work with people at all levels and build successful and effective internal and external stakeholder relationships
- Demonstrated experience working with, and interpreting, complex university or government policy and/or legislative requirements for both domestic and international students to ensure compliance controls are adhered to by your team
- Demonstrated excellent organisational and time management skills including the ability to plan ahead and prioritise competing demands to meet key timelines
**Qualifications**
- A degree with subsequent experience or extensive experience and specialist expertise or broad knowledge in technical or administrative fields; or an equivalent combination or relevant experience and/or education/training
**About Swinburne University of Technology**
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university - one that is truly of Technology, of Innovation and of Entrepreneurship, and proud of it. We are committed to a differentiated university proposition in education and research, so that:
- Every Swinburne learner gets a work experience
- Every Swinburne graduate gets a job
- Every Swinburne partner gets a tech solution
- Swinburne is the prototype of global best practice
The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.
**To Apply**
Please submit your CV and cover letter addressing your suitability for this position.
To review the Position Description and to apply, please scroll down to the bottom of the page.
If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.
**Applications Close: Thursday 2nd November 2023, 5pm**
Swinburne offers flexible working options, leave and parenting/carer policies to support work life balance.
**Equity and Diversity**
Swinburne is a large and culturally diverse organisation and we are proud of our commitment to equity, diversity and inclusion through key initiatives. For further information on all our initiatives visit our Equity & Diversity website.
We welcome and encourage applicants from diverse backgrounds to apply.
**Aboriginal and Torres Strait Islander Applicants**
- We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant_
LI-SW
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