Customer Service Lead

5 months ago

Wembley, Australia Activ Full time

We are **Activ**. We are **Customer Driven**, **Listen Loudly**, **we **Dare to Try** and **Deliver on Promises**. As a team, we are a fantastic collection of diverse individuals all coming together to achieve a common goal which is to support those living with disability to live the life they choose.

**If you’re looking for an opportunity where you can really make a difference and our values resonate with yours, then come join us**

We offer generous benefits such as:

- Salary-sacrificing options up to $18,550 to increase your take-home pay
- Options for work-life balance
- Training through Activ’s RTO
- Various staff benefits from our corporate partners
- Employee assistance and wellbeing program
- An accepting and open environment to work and thrive in while giving back to the community

**About the role**

As **Customer Service Lead** at Activ in Wembley, you will be responsible for leading and coaching a team of four customer service coordinators in creating an exceptional customer experience. As the team takes all inbound queries and redirects them appropriately, you will ensure that work practices are in place to standardise and enhance our customer experience journey.

This position will provide you with exposure to all Activ services as you will interact with all departments. You will be well supported by existing work instructions and a comprehensive onboarding plan and online training package, while joining a rapidly growing wider Sales and Development team.

Reporting to the Head of Sales and Development, this is a full-time permanent position based at our Wembley office, working 8am-4pm.

**A typical day in the role may look like **
- Coaching and mentoring of the customer service team
- Allocation of workload and ensuring the accurate capture of customer enquiries
- Engaging with the wider business to build a thorough and current knowledge of Activ services and departments
- Collating data and building reports for senior management
- Actively identifying opportunities for continual improvement
- Prior experience leading a small customer service team
- Advanced excel skills with experience in using pivot tables
- Computer literacy with prior experience using CRM systems
- Highly structured organisational skills with the ability to constantly adapt
- Ability to review end to end processes and implement continuous improvement
- National Police Clearance
- Working With Children Check
- NDIS Worker Screening Check

**_To deliver the best service for our customers, we strive toward a workforce that reflects the diverse community that we support. We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment._

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