Customer Service Team Leader
1 month ago
**Who We Are**
Welcome to Stramit We are glad you are taking the time to understand more about this opportunity and why we think you should join the Stramit team. Part of the Fletcher Building Group, Stramit is one of Australia’s leading manufacturers and suppliers of roll formed steel building products. A business steeped in history, our success comes from an in-depth knowledge of industry, entrepreneurial spirit and growth mindset. The backbone of our business are our 850+ Sales, Operations, Customer Service and Support Service functional teams across our 16 sites, who position us as a market leader in our field.
**About the Position**
Leading a team of experienced customer service representatives, no day is the same Based at our Maddington site, you will collaborate with your cross-functional peers (i.e. planning, production, transport and sales) to ensure the timely fulfillment of customer requests. You and your team then play a pivotal role in understanding the needs of our customers and driving sales through exceptional service.
**Key responsibilities**:
- Provide direction to your team with a focus on consistently meeting or and exceeding our customer’s expectations.
- Address and manage escalated customer concerns with a priority on timely and efficient resolutions.
- Adopt a growth mindset in your every day in order to boost team efficiency and morale and in turn our customer satisfaction levels.
- Identify and manage your teams performance, training and development needs to ensure they are set up for success in their roles.
- Liaise with various internal and external stakeholders.
**About You**
- Proven experience in a customer service supervisor or team leader role in a contact centre, call centre or similar environment
- Proven ability to lead a team and positively influence achievement of customer service targets/KPI’s
- Outcome focussed, with excellent problem solving and negotiation skills
- Strong communication skills - both written and verbal
- Resilient and able to adapt in a busy and dynamic work environment.
**What we offer**
No matter your background, if you're driven and dedicated to making a positive impact, you'll find a promising future with us. Join our supportive team, always striving for innovation and efficiency to better serve our customers. Here's what we're proud to offer:
- Amazing career development, training and progression opportunities.
- Stramit+ app, FULL of fantastic discounts at Coles, Woolworths and popular retailers as well as health and wellness access.
- Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 4 weeks of full pay
- New Parent Leave: 5 additional leave days for primary and secondary carers during their first year back at work
- Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.
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