Customer Service Team Lead

1 day ago

Sydney, New South Wales, Australia The Law Society of NSW Full time

We are seeking a seasoned Call Centre Manager to spearhead the establishment and development of our Customer Service Centre In-Take Team. This role will enable you to leverage your expertise in triage and incident management, customer service, and team leadership to drive exceptional customer experiences.

The ideal candidate will possess a strong customer-centric culture, experience in call centre technologies, tools, and software, as well as quality assurance and performance management processes. You will be responsible for designing and implementing efficient processes and protocols, collaborating with internal stakeholders, and fostering a positive team culture.

About this Role

Key Responsibilities:
  • Team Leadership: Manage and develop a high-performing team of customer service specialists, providing guidance, coaching, and feedback to ensure optimal performance.
  • Process Development: Collaborate with the Head of Customer Experience to design and implement efficient processes and protocols for call routing, resolution, and escalation.
  • Stakeholder Collaboration: Work closely with internal departments to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction.
  • Culture Building: Foster a positive team culture that prioritizes collaboration, accountability, and continuous learning, empowering team members to excel.
About You

To succeed in this role, you will need:

  • Proven Call Centre Management Experience: A minimum of 3 years' experience in managing call centres, preferably in a management role, overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.
  • Strong Customer Service Background: Excellent customer service skills, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.
  • Excellent Communication Skills: Ability to communicate effectively with team members, stakeholders, and customers, building strong relationships based on trust and collaboration.
  • Technical Knowledge: Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools.
  • Quality Assurance Expertise: Experience in quality assurance and performance management processes, monitoring and evaluating team performance metrics, and implementing improvements to drive continuous improvement.

Salary: $85,000 - $105,000 per annum + superannuation benefits

  • Customer Service Ambassador

    1 day ago

    Sydney, New South Wales, Australia Lead Group Full time

    Lead Group is seeking a dedicated Food Service Assistant for our Residential Aged Care facility in Kempsey and the South West Rocks area.**Job Summary:**We are looking for a customer-focused individual to join our team as a Food Service Assistant. The successful candidate will be responsible for providing exceptional wait-service, assisting with basic food...

  • Customer Service Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Drakes Supermarkets Full time

    Job DescriptionWe are seeking an experienced Customer Service Team Lead to join our dynamic team at Drake Supermarkets.About UsDrake Supermarkets is a family-owned and operated private company, and Australia's largest independently-owned supermarket chain. Our unprecedented growth has created excellent career opportunities within our company.The RoleAs a...

  • Customer Service Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Qantas Group Full time

    Job DescriptionRole OverviewThe Qantas Group is seeking an experienced Customer Service Supervisor to lead a dynamic team of Customer Service professionals at Sydney Domestic Terminal. As a key member of the QantasLink team, you will be responsible for driving high energy and enthusiasm, leading by example with cultural change and driving customer...

  • Customer Service Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Drakes Supermarkets Full time

    Unlock your potential with Drake SupermarketsAt Drake Supermarkets, we are seeking a Customer Service Team Lead to join our dynamic teamResponsibilities:Lead a team of customer service representativesDevelop and implement customer service strategiesProvide coaching and training to team membersMaintain high levels of customer satisfactionRequirements:Proven...

  • Customer Service Team Lead

    1 month ago

    Sydney, New South Wales, Australia Woolworths Full time

    About the RoleWe are seeking a highly motivated and experienced Assistant Customer Service Manager to join our team at Woolworths Supermarkets.This is a fantastic opportunity for a customer-focused individual to lead, coach and support our Customer Service team to deliver exceptional customer experiences.Key ResponsibilitiesLead and develop the Customer...

  • Customer Service Team Lead

    4 weeks ago

    Sydney, New South Wales, Australia Drakes Supermarkets Full time

    Unlock Your Potential in RetailDrakes Supermarkets is a dynamic and growing company that offers exciting career opportunities. As a Customer Service Manager in Training, you will play a key role in supervising the customer service department and tailoring the store's service and products to meet the specific needs of customers in the local area.Key...

  • Customer Service Team Lead

    5 days ago

    Sydney, New South Wales, Australia Qantas Group Full time

    We are seeking an experienced Customer Service Supervisor to join our team at QantasLink in Sydney Domestic Terminal. As a key member of our operations team, you will be responsible for leading a small, dynamic team of Customer Service professionals and ensuring the premium delivery of customer service duties across the team.

  • Customer Service Team Lead

    1 day ago

    Sydney, New South Wales, Australia People2People Full time

    At people2people, we are a leading recruitment agency with over 20 years of experience in Australia, New Zealand, and the United Kingdom. We have an award-winning reputation for our candidate care and client service.We are currently seeking a skilled Customer Service Team Lead or Client Support Specialist to join our team. As a key member of our team, you...

  • Customer Service Team Lead

    2 days ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    About the RoleAs an experienced leader, you will be responsible for driving exceptional customer service delivery across our office-based teams. This involves leading, developing, and monitoring the day-to-day activities of your team to achieve business objectives.The Business Services Manager plays a vital role in enabling the sales and operations teams in...

  • Customer Service Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    About the RoleThe Business Services Manager is a critical leadership position within our organization, responsible for driving customer service excellence and team performance.We are seeking an exceptional leader who can effectively manage and develop our customer service teams to achieve business goals.The successful candidate will be responsible for...

  • Customer Service Team Lead

    4 weeks ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    About Woolworths GroupWe are a team-first company that values diversity and inclusion. Our core values are centered around creating better experiences for our customers and team members. We are committed to providing equal opportunities and fostering a culture of respect, empathy, and empowerment.The RoleWe are seeking an experienced retail professional to...

  • Customer Service Team Lead

    4 weeks ago

    Sydney, New South Wales, Australia Abbott Full time

    About AbbottAbbott is a leading healthcare company that creates innovative solutions to improve people's lives. We're committed to advancing medical science and technology to make a meaningful difference in the world.Our MissionAt Abbott, our mission is to help people live healthier lives through our medical devices, pharmaceuticals, and diagnostic products....

  • Customer Service Team Lead

    6 days ago

    Sydney, New South Wales, Australia Drakes Supermarkets Full time

    Are you ready to excel in a dynamic retail environment?About Drakes SupermarketsDrakes Supermarkets is Australia's largest independently-owned supermarket chain. As a family-owned and operated business, we have established ourselves as a retail industry success story.Due to our unprecedented growth, we provide exceptional career opportunities within our...

  • Customer Service Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia ZARA Full time

    About the RoleWe are seeking a skilled Customer Service Team Lead to join our team at ZARA. This is an excellent opportunity for a motivated individual who is passionate about delivering exceptional customer experiences.Key ResponsibilitiesCustomer Service: Provide an outstanding customer service experience, ensuring that customers leave the store satisfied...

  • Customer Service Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    About the Role:The Business Services Manager is responsible for leading the office-based customer service team and enabling the sales and operations teams in the field.The successful candidate will be responsible for the effective day-to-day management and development of the customer service teams, including recruitment, training, management, and monitoring...

  • Customer Service Team Lead

    1 day ago

    Sydney, New South Wales, Australia Programmed Full time

    Persolkelly is partnering with an innovative homewares wholesaler in Alexandria, a leader in home decor and furniture.The company is seeking a seasoned Customer Service Team Lead to oversee their customer service team and contribute to the improvement of customer experience.About the RoleAs a key member of the team, you will be responsible for coaching and...

  • Customer Service Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Ofload Full time

    About OfloadWe're a fast-growing technology leader reshaping Australia's logistics landscape. Ranked #2 in The Australian Financial Review BOSS Best Places to Work List in the Transport and Construction category, we're a community of mission-driven professionals dedicated to eliminating waste in road freight.As a Customer Service Team Lead, you'll be part of...

  • Customer Service Team Lead

    3 weeks ago

    Sydney, New South Wales, Australia Programmed Full time

    Customer Service Manager Job DescriptionPERSOLKELLY is partnering with our client, a leading homewares wholesaler, to find an experienced Customer Service Manager. This role is a great opportunity to join a dynamic team and contribute to delivering exceptional customer experiences.About the RoleThe Customer Service Manager will play a key role in improving...

  • Customer Service Team Lead

    1 month ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    About the Role:The Business Services Manager is responsible for leading the office-based customer service team and enabling the sales and operations teams in the field. They will be responsible for the effective day-to-day management of the customer service team, including recruiting, training, managing, and monitoring their activity to achieve the...

  • Customer Service Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    As a key member of our store team, you'll play a vital role in delivering exceptional customer experiences and ensuring that every shopper leaves our stores feeling valued and satisfied.We're seeking a highly motivated and customer-focused individual to join our customer service team. As a Woolworths Store Assistant - Customer Service, you'll be responsible...