Customer Support Team Lead

5 months ago

Chatswood, Australia Global Payments (Beamery) Full time

**Description**:
**About Us**:
Through local expertise and global scale, we at **Global Payments** Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral,** Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

**Sentral**, is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 3,000 schools across Australia.

**About the role**

The **Customer Support Team Lead **will lead and manage the day-to-day operations of our Customer Support team to ensure our customers receive quality support with user and technical aspects. This is a customer-centric role that drives customer support excellence and is responsible for providing a productive and motivating work environment. You will be accountable for each individuals performance and KPIs of the team as well being the point of escalation for more difficult customer queries and complaints.

Other key areas of responsibility will include:

- Working alongside other senior leaders in the Support space to deliver and achieve set goals;
- Lead and provide high quality support and feedback to direct reports within the team;
- Challenge and support team members to improve individual and team KPIs and Customer satisfaction scores;
- Create retention plans and campaigns for existing customers;
- Manage and report on churn rates and customer issues;
- Resource planning, recruitment and ongoing customer support training of the team;
- Being the voice of the customer to the wider Sentral business and work with other teams on improving the customer experience.

**_ Please note this an initial 8 month maternity leave contract._**

**About you**

You are a natural leader who thrives on bringing out the best in both the individual and the team. You enjoy a fast-paced environment, dedicated to quality customer interactions, delivered by a highly knowledgeable team. You are comfortable managing change and underperformance and do so with a hands-on method. You lead by example and handle critical issues or incidents with a calm, customer first approach.

You will also being:

- 4+ years experience leading high performing teams in a contact centre environment;
- Strong understanding of customer and contact centre metrics;
- Demonstrated understanding of service delivery tools and processes.
- Excellent communication skills with a thoughtful and direct style;
- Change and performance management experience;
- Diverse ability to build relationships with both customers and senior members of the Sentral business.

**Please note that you must have**
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check

**Our benefits**:
**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.**

We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a **flexible working** rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources** we offer, use your breaks and your leave including **Birthday Leave.**

We provide a first class **employee assistance program** that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We offer **12 weeks paid parental leave** for either parent as well as two weeks paid secondary carer’s leave.

Celebrating together is a big part of our culture and we regularly gather for **Extravaganza and Team Appreciation Days**, plus fun activities brought to you by our social committees.

We like to shout at each other, not literally but via **Reward and Recognition Programs** such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communities in which we operate, so we provide two **Days of Service** each year to volunteer in a cause that matters most to them.

Other benefits available include **salary sacrifice**, **study leave** and an **Employee Stock Purchase Plan**.

**Ready to apply?**
- We respectfully ask that no recruitment agencies contact us regarding this position._
- #LI-HYBRID_

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