Customer Service Team Lead

3 days ago

Canberra, ACT, Australia beBeeLeadership Full time $90,000 - $120,000

Job Overview:

We are seeking an exceptional individual to lead our inbound customer service team. The successful candidate will be responsible for ensuring our customers receive outstanding support, while motivating their team to thrive in a fast-paced environment.

  • Oversee the day-to-day operations of the contact centre to ensure efficient and effective delivery of customer service.
  • Build and maintain key relationships with internal and external stakeholders.
  • Contribute to the establishment and maintenance of meaningful metrics to measure and improve customer service.
  • Coach and develop individuals within the team, ensuring appropriate training and development plans are in place.
  • Manage telephony workflows and wall boards.
  • Prepare monthly reports to inform performance against KPIs, workforce planning, and opportunities for improvement.

Key Requirements:

  • Proven experience in supervising a contact centre team.
  • Excellent communication skills across a broad range of stakeholders, including experience communicating effectively with vulnerable people.
  • Ability to 'self-start' and organise complex workloads, working to strict deadlines.
  • Influencing and gaining cooperation from teams or individuals to meet objectives.

About Our Business:

We provide essential services to our community, driven by our values of care, connection, community, and courage.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

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