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Contact Centre Team Leader

4 months ago

Melrose Park, Australia BespokeHR Full time

**Who the Company is?**

U-Store-It is an Adelaide based family owned and operated business that has been leading the industry for over 40 years. U-Store-It pioneered Self Storage in Adelaide and is a founding member of the Self-Storage Association of Australia.

As Adelaide’s #1 choice in storage, U-Store-It sets the benchmark in customer service and the product offering is unrivalled.

This position will also support gobox mobile storage. A mobile storage solution offering a world first and unrivalled delivery system. Gobox continues to grow and gather market recognition through its unique product offering and superior customer service.

Based in Melrose Park, this position will support 9 current sites across the Greater Adelaide area. This employer is forward thinking, entrepreneurial and invests in their people.

Their company values are to be customer and community focused, trusted and industry recognized.

**More about the position**:
This is a critical role in delivering the customer service vision and is a fantastic opportunity for anyone looking to further grow and develop into a leadership position. This is a hands-on position, with 60% of the role being on the phones, along side the sales team. The position is perfect for someone who has had exposure in leading teams but also loves inbound sales and service and jumping on the phones to help customers (and set the right example for others).

Leading a small intimate team of 3, this position will be the senior person to keep the team on track, motivated, engaged, informed as well as ensuring effective workflow and a high quality of service is provided to all customer calls and queries.

**Key Responsibilities**:

- Demonstrating leadership by example by providing high quality customer care with customer calls and queries.
- Providing leadership and operational management to the small, growing, sales hub team.
- Monitoring and managing the allocation of work.
- Developing action plans to optimise performance and drive continuous improvement.
- Contribute to the development, compliance with, and continuous improvement of the sales hub and training materials to ensure ongoing learning and development.
- Contribute to recruitment and onboarding activities for new team members.
- Reviewing and responding to reporting and dashboards to ensure optimal delivery and coverage.
- Fostering good relationships with all internal departments and cross-functional teams.
- Living and leading our company values at all times.

**What background would be a great fit?**
- A minimum of 2 years’ experience in a high volume, calls focused position.
- Prior team leader or leadership experience, advantageous.
- Proven experience in developing an engaging, results focused and positive team culture.
- Strong relationship building and stakeholder management skills across all levels of the organisation.
- Excellent verbal and written communication.
- Ability to multi-task, adapt to changing priorities and problem solve in a fast-paced environment.
- Previous experience in report and data analysis / interpretation.
- Outcome driven with a high level of accountability and a continual improvement mindset
- Service focused approached.
- Proactive, natural problem solver, process thinker and high degree of initiative.
- Referenced by previous key stakeholders and direct reports as being solution orientated, able to connect and build strong relationships and provides timely, helpful, and quality advice and support.

**What can the Company offer?**
- Part of a successful, high growth business with continued exciting growth plans.
- Opportunity to work closely with the Senior Leadership Team, receive coaching and personal development and contribute to business improvements and initiatives.
- A high degree of investment in training and development.
- Stable team with a great culture and good place to work.
- Flexibility.
- Rewarding salary package.

**Sound like you?**

For more information, please contact Kerri on 0402 701 772.