Customer Service Team Lead

3 weeks ago

Jandakot, Australia Aveling Full time

Aveling is one of WA’s largest private RTO’s that has been providing professional and practical workforce development and training for over 26 years.

We are currently seeking an experienced Team Lead to join our team. Reporting to the Operations Manager, you will use your excellent communication, interpersonal and organisational skills to provide support and direction, ensuring the smooth operation of the customer service team.

**Why join our team?**

At Aveling, it is in our **DNA** to Develop, Nurture, and Appreciate our people. We understand that our team members are our most valuable asset, and we want to create an environment where they can thrive. In line with this commitment, Aveling offers a range of incentives and benefits including:

- Holiday Bonus, an additional 20% of your wages when you take annual leave
- An extra day of leave for your birthday each year
- An extra day of leave for your health and wellbeing each year
- Onsite café with a weekly complimentary allowance and discount staff pricing
- 12% superannuation contribution
- Free access to our confidential employee assistance program for you and your family
- Modern facilities, with free parking onsite, just 20 minutes from the CBD
- Opportunities for training to develop your career and professional skills
- Supportive management and leadership
- Many amenities close by including a supermarket, chemist, medical centre and discounted gym all within a couple minutes’ walk.

**The role**

This is a hands-on role where you will be responsible for coordinating and directing the day-to-day operations of the customer service team with a view to ensuring a positive client / learner experience.

**Key responsibilities**
- Provide support, guidance and training to the Customer Service team including onboarding of new team members, rostering and task allocation.
- Conduct ongoing performance reviews with team members, assisting to create individualised professional development plans.
- Ensure delivery of high levels of customer service to clients, learners, and internal stakeholders.
- Ensure delegated tasks are completed in line with company standards and KPIs.
- Encourage an open, collaborative and supportive environment within the team and between other departments.
- Respond to customer enquiries regarding Aveling’s products and scope.
- Review and identify opportunities for process and system improvement in support of Aveling’s Quality Management System (ISO 9001 accredited).
- Address and resolve any customer issues or problems which are escalated by the Customer Service team.

**Essential requirements**

To be successful in this role you will need:

- Experience in people management
- An ability to motivate, manage and provide clear direction to team members
- Strong time management, prioritisation, organisation and problem solving skills
- Demonstrated communication skills across a variety of audiences
- Be adaptable and confident, with a high standard of presentation and professionalism
- Evidence of strong Microsoft Office skills.

**Closing date: 11:59 pm AWST, 11th June 2024**

**Benefits**:

- Employee discount

Schedule:

- Monday to Friday

Application Question(s):

- What's your expected annual base salary?

**Experience**:

- people management: 2 years (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person

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