Customer Service Team Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $123,000

Lead Customer Service Team

A great opportunity to grow your leadership capabilities in a global organization with a local feel.

  • We are seeking an inspiring and engaging leader to lead a team of 15 customer service representatives.
  • Focused on delivering high performance customer service, you will coach and train your team to excel in their roles.
  • You will support your team to navigate ongoing change in a dynamic environment, ensuring compliance with all relevant legislation and internal policies through quality monitoring and closed loop feedback.
  • Provide front-line technical support to your team for all queries related to our products and services.
  • Build effective relationships with stakeholders, including external clients and internal colleagues, representing the team positively.
  • You will have a working knowledge of contact centre operations, including queue management, KPIs, and operational systems and methodologies.
  • Model our company values and code of conduct.

Key Responsibilities:

  • Team Leadership: Inspire and engage a team of customer service representatives to deliver exceptional service.
  • Coaching and Training: Develop and implement training programs to enhance team performance.
  • Change Management: Support your team in navigating ongoing changes and ensuring compliance with regulatory requirements.
  • Technical Support: Provide expert guidance to your team on product and service-related queries.
  • Relationship Building: Foster strong relationships with stakeholders, both internal and external.

Requirements:

  • Proven experience as a team leader or manager in a customer-facing role.
  • Demonstrated ability to inspire and motivate teams to achieve excellence.
  • Strong coaching and training skills, with the ability to develop and implement training programs.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
  • RG146 Compliant or willingness to complete qualification within 12 months of commencement.

What We Offer:

  • Career development opportunities, including professional development support and exam assistance.
  • A flexible work environment, supporting work-life balance.
  • A supportive team culture, promoting collaboration and open communication.

Mercer is committed to embracing diversity, inclusivity, and flexibility in our workplace. We aim to attract and retain talented individuals from diverse backgrounds.

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