Customer Service Team Lead
2 weeks ago
At NEXTDC Ltd, we're building the heart of Australia's high-tech future. Our world-class data centres are designed, built, and operated using cutting-edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.
We're an Australian-headquartered, ASX100-listed company with 14 data centres across Australia, with future national and international expansion planned. Our success depends on the talents of our people, and we foster a culture of continued learning and development.
As a Customer Service Team Lead, you'll provide day-to-day management for the Customer Service Team in their respective region and be a friendly and efficient first point of contact for all visitors to our facilities.
You'll act as the first escalation point for all matters relating to the team, facility, service requests, and incident management to ensure the highest standards of customer satisfaction are achieved.
Some of your key responsibilities will include:
- First-line people management across multiple sites – 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 for your team, providing efficient and effective resolution to issues
- Continuous improvement reviews for processes and best practices
You'll thrive working in a collaborative team environment, but you'll also be able to work autonomously, taking ownership and accountability for all aspects of your role. You'll be adaptable and cope effectively with complexity and change.
Key qualifications include:
- 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
- Must be an Australian Citizen for Security Clearances and eligible for NV1 clearance
At NEXTDC Ltd, we're committed to building a diverse and inclusive workforce that represents the communities in which we operate. We offer a range of benefits, including gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs, and more.
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.
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Adelaide, South Australia NEXTDC Ltd Full time{"title": "Customer Service Team Lead", "subtitle": "Join NEXTDC Ltd", "content": "At NEXTDC Ltd, we are building the heart of Australia's high-tech future. We design, build and operate world-class, next-generation data centres, using cutting-edge, environmentally efficient infrastructure to service the broad requirements of local and international...
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