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Customer Service Team Leader
2 months ago
Betfair Australia is a leading online sports betting company that is committed to innovation and customer satisfaction. We are seeking a highly skilled and experienced Customer Service Team Leader to join our team.
Key Responsibilities- Team Management: Manage, grow, and develop a high-performing team of customer service representatives, driving a culture of accountability and ownership.
- Customer Escalations: Develop all customer service team members to manage escalations for all customer issues, with the ability to recommend decisions, resolve basic queries, and improve communication.
- Performance Management: Monitor and manage team and individual performance, providing regular feedback, training, coaching, and mentoring to team members.
- Business Alignment: Consult with the Head of Customer Account Management and other team leads to develop team alignment through key performance indicators (KPIs) that support the overall business objectives and strategy.
- Resource Planning: Resource, plan, and liaise with the People & Culture Coordinator in relation to team succession and recruitment forecasting.
- Operational Workflows: Manage daily operational workflows of the team across a rotating roster and delegate as appropriately required.
- Incident Management: Ensure incident management capability and awareness remains high within the team, assisting where priority incidents require support and upskilling the team.
- Complex Issue Resolution: Act as the escalation point for all complex customer issues, with the ability to make difficult decisions.
- Process Improvement: Regularly audit core daily duties of the team, identifying and addressing areas of improvement in consultation with leads.
- Payment Processing: Process complex payment tasks where the Payments Specialist is unavailable and support upskilling of all operators for understanding and support.
Betfair Australia is committed to building a workplace where everyone can fulfill their full potential. We pride ourselves on fostering an environment where all employees feel welcome and included. We encourage people of all walks of life, abilities, and backgrounds to apply.
We are proudly a WORK180 endorsed employer for women. To learn more about our commitment to Diversity and Inclusion, please visit our website.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are successful, we will send you a video interview, followed by in-person interviews. You will need to have eligible working rights for Australia.
