Customer Service Centre Team Supervisor

2 weeks ago


Lake Macquarie City Council, Australia Workforce Australia for Individuals Full time
Customer Service Team Leadership Role

Position Type: Permanent, full-time and Temporary, full-time

ROLE OVERVIEW

We are seeking two skilled individuals to take on the role of Team Leader within our Customer Service Centre. In this capacity, you will inspire and guide a team of Customer Service Officers (CSOs) across various channels, ensuring the delivery of high-quality and efficient service to our community. Your expertise will be crucial in addressing complex issues that require advanced support, while also overseeing the training and growth of the CSOs.

KEY RESPONSIBILITIES
  1. Inspire and guide a team: Lead a dedicated group of Customer Service Officers (CSOs) to achieve service excellence.
  2. Provide advanced support: Serve as a resource for intricate issues, offering technical assistance and escalation when necessary.
  3. Training and development: Facilitate the ongoing training and professional development of CSOs to enhance their skills.
  4. Collaborative knowledge sharing: Work closely with internal departments to foster a culture of knowledge exchange.
  5. Process improvement: Analyze and refine processes within the Customer Service Centre to enhance operational efficiency.


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