Customer Service Team Leader

6 months ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
As part of the Iota group, Priority Plumbing provides professional and trusted industrial and residential plumbing services to the South East region of Melbourne with uncompromising levels of quality and safety.

In addition to traditional plumbing services such as dry and wet tappings, sewer clearances and residential plumbing, Priority Plumbing is supporting the broader Iota group’s push into digital offerings with sub-metering, IoT devices and virtual leak detections.

Priority Plumbing manages panels of contractors across many industrial and residential services and uses the latest technology to automate and facilitate its services to its customers which include water utilities, councils, commercial businesses and residents. It has a passionate and talented team of specialists and service coordinators.

Iota is a wholly owned subsidiary of South East Water. Established to deliver impact outside of South East Water’s regulatory boundaries, Iota seeks to drive change in the water sector and help it respond to challenges such as climate change. Iota also commercialises game changing digital and circular economy technologies.

**The role**:
The role of the Priority Plumbing Customer Service Team Leader is to develop, lead and motivate a team of specialists and Works Coordinators (Customer Service & Sales) to manage the day-to-day operations of the contact center with the aim of resolving customer enquiries at the first point of contact. The Customer Service Team Leader ensures that services provided by the team meet all applicable regulatory service obligations and are continually improved to meet changing needs.

The role also initiates and leads projects and embeds change within the team with a focus on continuous improvement, leading edge approaches to delighting customers and finding opportunities to realise efficiencies.

We are seeking an experienced Team Leader to seamlessly step into a maternity leave 12-month contract in order to continue to manage the contact centre and drive continuous improvement.

**Who are you?**:
To be successful in this position, you will be an encouraging and passionate leader, with experience in developing and coaching teams. You will also have:

- Proven experience in leading a team to achieve their potential
- A strong ability to communicate at all levels and tailor your style to suit various audiences.
- Strong organisational and planning skills with the ability to manage conflicting priorities.
- Good written and verbal communication skills, as well as excellent problem solving abilities.
- Technical aptitude, with confidence in systems.
- Strong stakeholder management and interpersonal skills.
- Good business and financial acumen.
- Experience with telephone system management systems.
- Previous plumbing industry experience would be advantageous.

**What's in it for you?**:

- The opportunity to be part of a team committed to having a positive impact on environmental and social initiatives;
- A range of benefits including car leasing options and free on-site parking;
- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and condensed working options;
- Great learning and development opportunities including development programs, digital learning and site visits;
- A great culture. With an engagement score of 85%, you’ll be working in a team with a strong work ethic and a collaborative nature; and
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We believe great teams do great work. We are ambitious, we work hard and we back one another. We embrace diversity, we challenge ourselves and demand the best, because that’s what our colleagues, customers and communities deserve. We provide flexible opportunities to work, learn and grow, supporting, encouraging and inspiring you every day.

**Keen to make an impact?**:

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