Leading Customer Experience Manager

6 days ago

Hunters Hill, Australia beBeeTeamLeader Full time $72,528 - $98,544
Job Title: Customer Care Team Leader

The role of the Customer Care Team Leader is crucial in delivering high-quality and timely service to clients. This leadership position entails the day-to-day management and support of the Customer Care Team, ensuring they possess the skills, knowledge, and competency required to meet consistent performance levels.

Key Responsibilities:
  • Lead and develop the skills of the Customer Care team to provide exceptional customer experiences.
  • Act as a point of contact for escalated calls and enquiries, providing solutions to resolve complex issues.
  • Promote Home and Community services and products, ensuring all team members understand the product offerings.
  • Ensure accuracy and timely updates of information in Home and Community systems.
  • Facilitate regular team meetings to share feedback on performance and provide coaching and training.
  • Model Catholic Healthcare values and participate in service delivery leadership team.
  • Career development includes coaching, supervising, and mentoring Customer Care Team for exceptional customer experience.
  • Promote teamwork, cooperation, and collaboration within the Customer Care Team and Service Delivery Team and Regions.
  • Develop Individual Performance Plans based on annual Performance Development Discussions to ensure achievement of key performance indicators.
Requirements:
  • Demonstrated experience in customer service and/or care environment, preferably in a call centre environment.
  • Demonstrated experience in motivating and leading staff.
  • Digital literacy with PC-based applications (Word, Excel, Email, Internet, database).
  • Excellent written and oral communication skills.
  • Excellent planning, prioritizing, and organizing skills for variable workloads.
  • Ability to maintain professionalism and confidentiality.
  • Ability to work independently and as part of a multi-disciplinary team.
  • Positive attitude, creative, solution-focused, and resilient approach.
Skills and Qualifications:
  • Customer service expertise.
  • Leadership and team management skills.
  • Communication and interpersonal skills.
  • Problem-solving and conflict resolution skills.
  • Time management and organization skills.
  • Collaboration and teamwork skills.
Benefits:
  • Opportunity to develop career in customer service and leadership.
  • Professional growth and development opportunities.
  • Competitive salary and benefits package.

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