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Housing Specialist Team Leader

2 months ago

Australia Defence Housing Australia Full time

About the Role

Defence Housing Australia (DHA) is seeking an experienced Housing Specialist Team Leader to join the Contact Centre Team. As a Housing Specialist Team Leader, you will be responsible for leading the performance and culture of a team of Housing Specialists, supporting the delivery of key performance indicators (KPI's) and team performance outcomes through coaching, mentoring and performance management.

Key Responsibilities

  • Coaching and developing the Contact Centre Housing Specialist Team to ensure compliance with Defence and DHA policy and provide a positive member experience through adherence to the Quality Interaction Framework.
  • Providing customer satisfaction and complaints reporting and analysis that informs decision making at the Contact Centre Executive level.
  • Supporting the Service Quality Manager in identifying and implementing service delivery improvement initiatives.
  • Coordinating the planning and delivery of effective training and development programs for Contact Centre Consultants.
  • Working with the Contact Centre Operations Manager to ensure that DHA is prepared and informed when engaging with internal and external stakeholders regarding the quality and consistency of services.

Requirements

  • Experience in a contact centre or a similar environment.
  • Ability to identify and report on customer satisfaction and service quality improvement opportunities.
  • Contribution to delivering training and development programs initiatives.

Benefits

  • 15.4% superannuation.
  • Work-life balance.
  • Positive workplace culture where you can bring your whole self to work.
  • Opportunities for growth and development.
  • Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year.