Team Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $140,000

As a leader in customer service, you will have the opportunity to inspire and develop your team to achieve outstanding levels of customer satisfaction.

Job Description

This national provider of home loans is seeking an experienced inbound call centre team leader with a proven track record in a call centre leadership role. With our energetic and close-knit team, you will lead and motivate your team, driving results and maintaining high standards of customer service.

Our Call Centre operates 7 days a week with flexible hours, allowing for a 5-day working week with rotating roster shifts. Your key responsibilities will include:

  • Developing a culture that prioritises high service ethics to ensure achievement of service standards and consistently high customer satisfaction.
  • Conducting regular one-on-one sessions with each team member to monitor performance and develop staff skills.
  • Providing feedback to management on statistics from your designated team.
  • Managing service levels and call queues effectively.
  • Providing ongoing support to team members and ensuring they have access to necessary training and development plans.
  • Conducting regular performance management activities, including succession planning, performance planning, and appraisal processes.

Key features of this role include:

  • A hybrid work environment with flexible hours.
  • Opportunities for professional growth and development.
  • A collaborative and supportive team environment.
Requirements

Essential requirements include:

  • Previous team leadership experience in a call centre environment.
  • Financial services experience is essential for this role.
  • Strong leadership skills and a passion for customer service.
  • Excellent communication and relationship-building skills.
  • Demonstrated ability to drive results through coaching, training, and mentoring.
  • Strong organisational skills and ability to identify issues and solve problems.
  • Ability to handle escalated complaints and build strong relationships with customers.

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