Experienced Customer Service Team Leader

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $77,700 - $87,770
Job Title:

Team Leader Customer Experience

Job Description:

We are seeking an experienced professional to join our Information Centre team as a Team Leader. The successful candidate will oversee the operations of two on-campus customer service points, Reception and the Information Centre, as well as mainline enquiries triaged via ZenDesk.

The Team Leader will work closely with the Team Leader Admissions to improve application processes with a student experience focus. Key duties and responsibilities include coordinating the domestic student admission lifecycle, maintaining the conversion rate of acceptance on offer annually, developing and coordinating correspondence to send to applicants and students, providing guidance, support and leadership to direct reports, addressing concerns and issues in a timely manner, providing interpretation, information and guidance to students and applicants as required, and providing data extracts and metrics for reports as required.

Key Responsibilities:

  • Coordinate the domestic student admission lifecycle
  • Maintain the conversion rate of acceptance on offer annually
  • Develop and coordinate correspondence to send to applicants and students
  • Provide guidance, support and leadership to direct reports
  • Address concerns and issues in a timely manner
  • Provide interpretation, information and guidance to students and applicants as required
  • Provide data extracts and metrics for reports as required

Required Skills and Qualifications:

Education:

A relevant degree or lesser formal qualifications with substantial experience and specialist expertise or broad knowledge in technical and administrative fields.

Experience:

Substantial experience in a similar environment with an emphasis on leading and developing a team.

Skills:

Well-developed interpersonal skills with the ability to communicate and liaise with people of different backgrounds and management levels.

Demonstrated ability to analyse, investigate and problem solve sensitive information whilst maintaining confidentiality.

Highly developed organisational and administrative skills including the ability to coordinate various tasks.

Benefits:

Reward and Recognition Programs

Learning and Development Programs and Opportunities

Novated leasing

Employee Counselling Services

Education Assistance and Study Leave Program

Cultural and Ceremonial Leave for Aboriginal or Torres Strait Islander people

Others:

William Angliss Institute is a Child Safe organisation and the successful candidate will be required to submit an appropriate Working with Children Check card and National Police Check prior to commencement of employment.

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