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National Service Delivery Team Leader

4 weeks ago

Melbourne, Australia Visy Full time

**Job no**: 507816

**Work type**: Full Time

**Location**: Melbourne - North
- Competitive salary package, employee discounts and excellent leave policies
- Full-time role + flexible hours available + free parking on site
- Supportive team culture with training and development to progress in your career

At Visy, our people make us stand out from the crowd. We’re always seeking solutions, opportunities and possibilities. We look for people who see what’s ahead and run towards it. These people are helping us to achieve our vision to become the global leader in sustainable packaging solutions. Together, we can create a better world.

**The opportunity**:
Every year we collect, receive and sort nearly 2 million tonnes of paper, cardboard, glass, plastics, steel and aluminium from Australian and New Zealand households, businesses and schools recovering the greatest amount of material we can at our MRFs and sorting facilities.

The National Service Delivery Team Leader will oversee the day-to-day operations within the Service Delivery Team, this includes people leadership responsibility of 6 direct reports, ensuring service standards are met, driving improvements in customer service and providing effective resolution of escalated customer issues.

Reporting to the National Service Delivery Supervisor, key responsibilities will include, but not be limited to:

- Provide exceptional customer service with the aim of eliminating repeat service failures
- Effectively manage inbound call volumes
- Manage Service Delivery Team inboxes
- Liaise with internal and external stakeholders to support day to day resolution of service issues
- Receive and resolve escalated customer and stakeholder queries
- Investigate and resolve repeated service failures by isolating and highlighting ongoing issues with the relevant stakeholders
- Ensure all Workflows and Appian tasks meet quality and KPI requirements
- Manage controllable cancellation requests by ensuring all the available retention tools are exhausted with a goal to reduce overall cancellation numbers (month on month)
- Conduct regular quality reviews to ensure all resign / retention opportunities are exhausted in every instance and phone calls meet Call Quality Guidelines
- Ensure daily operational team huddles are held and focus on visualizing performance as a means to improve safety, quality, cost, people development and team engagement

**What you will bring to the team**:

- Experienced in a Customer Service Team Leader or similar role
- A standout passion for leading and developing people
- Recycling / Waste or Logistics industry experience is favourable/highly regarded
- Customer Service focused, analytical skills and process-oriented
- Demonstrated ability to optimise processes
- Adaptable to change with a “can do” attitude
- There will be a requirement to work public holidays on a time-in-lieu arrangement

When you join Visy, you’re joining a global leader dedicated to making serious progress in the sustainable packaging and recycling industries. We want to find solutions, make an impact and grow our business. If you can help us, you’ll fit right in. **There’s never been a better time to join Visy**

**You will be required to meet Visy’s employment criteria which will include a criminal history check and pre-employment medical (including drug & alcohol testing).**

**Visy is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.**

**Advertised**: 14 Feb 2023 AUS Eastern Daylight Time
**Applications close**: 14 Mar 2023 AUS Eastern Daylight Time

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