Customer Experience Champion
21 hours ago
About the Role
">The Customer Service Team Leader is responsible for overseeing daily operations and guiding a team to deliver exceptional customer service.
">Key responsibilities include workflow management, team motivation, task delegation, training, and problem-solving.
">The role supports the Customer Service Manager with process improvements, recruitment, coaching, and team engagement.
">This position is based at our Sydney office and reports directly to the Customer Care Manager.
">Key Responsibilities
">- ">
- Provide daily guidance to ensure timely and effective handling of customer queries and tasks.">
- Manage team schedules, leave planning, and resource coverage.">
- Lead regular team meetings and facilitate collaboration and problem-solving.">
- Oversee task allocation, rosters, training plans, and performance metrics.">
- Handle escalated queries and support service delivery excellence.">
People Development
">Cultivate the skills and abilities of team members through regular feedback and performance reviews.
">Onboard and train new hires to ensure seamless integration into the team.
">Identify development opportunities and celebrate team and individual successes.
">Foster a positive team culture through open communication and leading by example.
">Coordinate recruitment efforts with hiring partners and internal stakeholders.
">Process Improvement & Projects
">Identify and implement improvements to drive service efficiency and quality.
">Evaluate team workflows and align with business goals and standards.
">Collaborate with internal stakeholders to resolve issues and enhance service delivery.
">Organize and lead cross-functional meetings as needed.
">Maintain up-to-date service procedures and documentation.
">Support audit processes and identify opportunities for improved compliance.
">In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
">Required Skills & Qualifications
">- ">
- Demonstrated ability to lead, coach, or develop individuals or teams.">
- Prior experience managing direct reports, leading project teams, or mentoring junior colleagues is required.">
- Ability to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.">
- Customer-focused mindset with a deep understanding of delivering exceptional service across multiple channels (e.g., phone, email, chat).">
- Previous experience in identifying inefficiencies in customer care workflows and take initiative to streamline operations, reduce response times, and improve the overall customer experience.">
- Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.">
- Salesforce experience is preferred.">
Benefits
">We offer a range of benefits to support your well-being and career growth:
">- ">
- A Great Place To Work Certified environment.">
- Best Workplaces for Women recognition.">
- Inclusive Employee Resource Groups.">
- 2 Wellbeing Days per year.">
- Discounted health insurance.">
- Ability to purchase additional Annual Leave.">
- Employee Stock Purchase Plan.">
- Access to Employee Assistance Program.">
- Free on-site parking.">
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