Customer Service Team Lead

7 months ago

North Sydney, Australia Shift Full time

**Company Description**:
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.

As a Customer Service Team Leader, your primary role is to support Shift’s strategic vision to deliver a market leading service experience to our customers, brokers, partners, and internal stakeholders. Through your customer centric approach, you will, coach and manage a team of 10 Customer Service representatives, drive and implement operational process improvement and that will improve Shifts' overall customer experience.

**Responsibilities**
- Lead a team of 10 direct reports.
- Engage and build effective working relationships with various internal stakeholders (e.g., Credit, Settlements, Marketing, Product & Technology) to deliver positive outcomes for customers and the business.
- Identifying areas for improvement and implementing strategies to enhance the customer experience.
- Extract learnings from customer complaints and feedback to coach the team or introduce changes to processes.
- Provide regular coaching and support to direct reports.
- Building team capabilities to ensure effective resolution of customer enquiries in one interaction.
- Have a passion for operational excellence and inherent curiosity to understand business processes and systems.
- Reviewing Net Promoter Score and provide insights to improve customer lifetime value.

**Qualifications**:
**Experience**
- 3+ years of experience in a similar role in financial services
- Proven experience providing initiatives to stakeholders to improve systems, process, or platforms.
- Able to build and maintain strong working relationships with various stakeholders delivering customer outcomes.
- Ability to handle additional tasks on an ad hoc basis across all areas of the business.
- A strong sense of accountability, willingness to take ownership and drive resolution of issues.
- Experience in complaints management liaising with external bodies managing disputes.
- A high degree of self-motivation and drive, and willingness to learn and try new approaches.
- An ability to thrive in a collaborative, fast-paced and changing team

**Additional Information**:

- Collaborative teams - a flat structure means everyone can learn from colleagues and senior leaders around the business.- Be involved - come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.-
- Flexible working environment - we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.-
- Family support - industry leading 26 weeks paid parental leave.-
- Varied workspaces - our office enables areas for collaboration, brainstorming and socialising as well as focus zones.-
- Range of benefits - supporting your physical, psychological and financial wellbeing.

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