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Customer Support Team Leader

1 month ago

Richmond, Australia carsales Full time

Company Description
**Are you ready to be a big part of something big?**

At carsales, we're all about making buying and selling a great experience. For 25 years we’ve been evolving with the new economy to help people choose how they move today and tomorrow.

When it comes to your career, we want to provide big opportunities to help you make a big impact. But for this to be possible, we strive to feel small. Small enough to quickly change tact, small enough to learn from different departments and small enough to connect authentically with leadership.

Not something you’d expect from one of the country’s biggest tech companies, is it?

And one of the best parts? We give you the autonomy to choose the working location that best suits your lifestyle - Office, Hybrid or Anywhere.

**What’s on offer**:

- A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen, and the chance to do work that makes real, significant impact in the world.
- We’re a certified Great Place to Work, Family Friendly Workplace and WGEA Employer of Choice.
- The support of a highly engaged, high-performing team including a leadership team that’s you’ll actually have face time with.
- 18 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave, six weeks paid gender transition leave.

**Job Description**:
**What you’ll do**

**Marketing, Content and Customer** is the home of our incredible **Customer Service** team who help improve processes, resolve issues, and utilise data to make meaningful change.

This is your opportunity to deliver your exceptional customer experience and effective leadership skills in this _part-time _Team Lead role. As the leader you will motivate, coach and reward your team to create a group of high performing individuals.
- You will ensure strong service delivery across both our digital and voice channels to drive the best results to reduce variance, ensure compliance to regulation and adherence to internal processes.
- You will work closely with the Customer Service Manager to improve the way we operate - ensuring process efficiency and consistency across all team members
- Build, implement and manage calibration sessions to ensure we have the same understanding of what great looks like
- Prepare monthly reports accurately reflecting performance of Operations in relation to service experience
- Monitor, evaluate and assess current capabilities and build robust gap analysis. Make firm recommendations in terms of plugging any gaps identified, feed into knowledge management and training development teams

**Qualifications**:
**What are we looking for?**

(Minimum, “essential” only requirements to encourage applicants. Demonstrated expertise in: DO NOT USE SPECIFIC YEARS OF EXPERIENCE).

Utilise and prioritise utilising Feminine coded words: (Agree, Collaborate, Commit, Connect, Consider, Empathise, Honest, Interpersonal, Inter-dependant, Loyal, Respond, Sensitive, Support, Together, Trust, Understand, Inclusive, Share, No more than 4-6 Bullet points.

Utilise Gender Neutral words (Lead, Drive, Initiate, Produce, Direct, Build, Grow, Design, Implement, Plan, Deliver, Evolve, Define).
- Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
- Experience in leadership positions within a call centre is preferred.
- Strong communication and ability to be proactive and influential to both internal and external stakeholders.
- Experience of delivering results, your team leadership capability will drive positive outcomes for all
- Ability to exercise discretion and independent decision-making.
- Strong ability to multi-task and work under time constraints.

Additional Information
**A few other things we want to let you know about...**
- We know how important keeping that balance between work/life is and have a range of flexible working options on offer, including part time work. We are open to this conversation during our recruitment process - if you want to know more just ask.
- We are a proud Circle Back Initiative Employer which means we are committed to responding to every job applicant.

So come and join our team - because every role is a big role in our plans to go big.

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