Customer Service Team Lead

1 week ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $80,000 - $120,000
Customer Service Leader

The Customer Service Leader will be responsible for driving a customer-focused team to consistently deliver an exceptional level of service to airline customers in accordance with established Service Level Agreements, prioritizing Safety and Compliance at all times.

Key responsibilities include managing employee relations, providing guidance and feedback on Customer Service, identifying training gaps for future upskilling opportunities, and fostering cohesive and functional relationships with internal and external stakeholders.

The successful candidate will have a minimum of 3 years experience in a Customer Service role in Ground Handling and/or Airlines, with experience managing teams of people and a strong understanding of Airport Regulations and Airline Procedures and Policies.

They will also possess exceptional leadership qualities, the ability to evaluate problems, examine information and document facts, and generate innovative ideas to develop strategies.

Key Benefits:

  • Accelerated upskilling and career progression developing exceptional transferable skills.
  • Rotational rostering to provide flexibility & work/life balance.
  • Reward & Recognition Scheme & Employee Assistance Program.
  • Employee Assistance Program providing support to our people.

Operational Responsibilities:

  • Drive the Customer Service team to deliver exceptional service to airline customers meeting Service Level Agreements and prioritizing Safety and Compliance at all times.
  • Proactively manage employee relations and provide guidance and feedback on Customer Service and identify training gaps for future upskilling opportunities.
  • Drive and maintain a collaborative and inclusive environment where people are valued, respected and are given every opportunity to learn and succeed.
  • Manage aircraft delays, staff shortages and daily resourcing in the most efficient and cost-effective way.
  • Ensure rostering practices are within the parameters of the Enterprise Agreement.
  • Drive and encourage a reporting culture to prevent safety threats and to mitigate workplace incidents and accidents.
  • Foster cohesive and functional relationships with internal and external stakeholders.
  • Facilitate regular Airline/Company audits so as to provide feedback and results to the Ground Services Manager.
  • Prepare safety and incident/accident investigations by collating and obtaining specific evidence then generate reports to the company and the airlines.
  • Manage administrative tasks including end of month processes.
  • Manage ADHOC requests as required.

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