Team Leader

4 weeks ago

Brisbane, Australia Eden Richie Recruitment Full time

Eden Ritchie is seeking a Team Leader to lead and manage a small team responsible for the early resolution or investigation of complaints for electricity, gas and water consumers, retailers and distributors. The Team Leader also provides high level advice and conducts investigations into more complex disputes.
- 4 months
- Brisbane CBD

**As the Team Leader, your key responsibilities will include**:

- Ensure best practice end-to-end customer experience in all aspects of the service provided across your team.
- Build and lead a high performing team who shares information freely, engages professionally and encourages continuous improvement and innovation.
- Manage the day to day activities, monitor workloads and ensure consistent communication flow with a team responsible for receiving and resolving complaints to Department.
- Ensure all parties to a dispute receive procedural fairness.
- Liaise and negotiate with State Government agencies, Government owned corporations, energy and water sector entities, customers, private sector businesses, industry representative bodies and community representative bodies and issue groups.
- Ensure all case notes and information is maintained accurately according to policy and procedure in the case management system.
- Work with the Senior Quality Officer to ensure ongoing continuous improvement, compliance and development of the services provided through monitoring, coaching, performance development and feedback.
- Monitor and evaluate the case management systems and investigation processes and provide recommendations to enhance and improve strategies and procedures.
- Prepare statement of dispute reports for Department. Prepare case reports, correspondence, submissions, briefing notes, presentations and documents which are easily understood and tailored to the audience.
- Develop, implement (or assist to implement) and evaluate policy, options, guidelines and initiatives.
- Research key issues identified through analysis of cases, correspondence and briefing notes.
- Assist team members with responses to Right to Information and Information Privacy enquiries and requests ensuring responses are within Department policy, procedure and statutory timeframes.
- Undertake and/or manage special projects of a substantial and complex nature, including coordinating project management activities and ensuring achievement of project goals.
- Represent Department at public events to promote the Department and provide public awareness of the responsibilities of the Energy and Water Industries.

**IF SPECIFIC REQUIREMENTS NOTED ON PD** The successful applicant will demonstrate**:

- Strong supervisory skills in a complaints environment
- Genesys/Resolve experience ideally
- Experience in rostering
- Strong/call centre experience

**If this role sounds like you, please APPLY NOW submitting your resume in WORD format.**

**If you would like more information or to discuss the role, please contact Luuk Piet on 07 3230 0028**

Job Reference: 588232

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