Customer Service Team Lead
6 days ago
Job Title: Customer Service Team Lead
Company: NEXTDC Ltd
Location: West Footscray
Job Type: Full-time
Industry: Technology
Job Category: Customer Service
About Us: NEXTDC Ltd is a leading provider of data centre services in Australia, operating 14 data centres across 7 major cities.
Job Summary: We are seeking an experienced Customer Service Team Lead to join our team in West Footscray. As a Customer Service Team Lead, you will be responsible for providing day-to-day management for the Customer Service Team and acting as the first escalation point for all matters relating to the team, facility, service requests, and incident management.
Key Responsibilities:
- First-line people management: Regular 1:1s, constructive feedback, identifying and resolving any performance issues, performance reviews, etc.
- Manage last minute shift changes: Sourcing solutions to cover unplanned leave
- Ensure adequate resourcing of staff: Manage leave requests and design and manage the staff roster
- Manage front of house: Across multiple sites
- Act as the first point of escalation: Providing efficient and effective resolution to issues
- Continuous improvement reviews: For processes and best practices
Requirements:
- Previous Team Leading experience: Within a customer service environment
- Demonstrate knowledge and understanding: Of our incident management procedures and Facility Rules
- Proven ability to support: Our critical infrastructure escalations as required to the appropriate support team
- Ensure accurate recording: Of all information and carrying out audits of records
- Australian Citizenship: For Security Clearances and eligible for NV1 clearance
What We Offer:
- Seize this exciting opportunity: To join one of Australia's fastest growing companies and play a key contributing role in the future of AI and the digital economy
- Join an inclusive, diverse, and values-driven working culture: Supporting hybrid work practices
- Great opportunities to progress: Within our company (grow as we grow)
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