Customer Service Team Lead

1 week ago

North Geelong, Victoria, Australia City of Greater Geelong Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our Contact Centre team at the City of Greater Geelong. As a key member of our leadership team, you will be responsible for overseeing the team's handling of customer enquiries, providing guidance on complex issues, and ensuring swift and accurate resolutions.

Key Responsibilities
  • Oversee the team's handling of customer enquiries, providing guidance on complex issues and ensuring swift and accurate resolutions.
  • As a part of the Contact Centre leadership team, provide strong leadership to the Contact Centre staff, fostering a positive and motivated work environment.
  • Monitor customer interactions to assess service quality, identify areas for improvement, and implement necessary training programs.
  • Proactively identify areas for process enhancement and operational efficiency within the contact centre, undertaking evaluation across all channels to ensure that standard customer service practices are followed, and quality is maintained.
  • Prepare regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decisions and improve service levels.
  • Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.
About You

To be successful in this role, you will have relevant Certificate IV qualifications or higher in Customer Service, Business Administration, or similar, and relevant experience in a similar position. You will have a strong understanding of customer service operations and best practices, including call handling, ticketing systems, queue management, and workforce optimisation.

Essential Experience
  • Proven experience in a leadership role within a contact centre environment, with the ability to foster an environment for high-functioning, productive, and engaged teams to operate.
  • Strong understanding of customer service operations and best practices, including call handling, ticketing systems, queue management, and workforce optimisation.
  • Demonstrated experience in successfully managing local-level system, process, and culture change.
  • Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
  • Demonstrated ability to analyse data and use insights to drive performance and process improvements.
  • Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.
What We Offer

We offer a dynamic and inclusive work environment, with opportunities for professional growth and development. We are committed to building a diverse and inclusive team, and we welcome applications from candidates from all backgrounds.

We are an equal opportunity employer and welcome applications from candidates with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability, and people of all genders, ages, and diverse experience.

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