Customer Service Team Lead

3 days ago


West Footscray, Victoria, Australia NEXTDC Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at NEXTDC. As a key member of our operations team, you will be responsible for providing day-to-day management for the Customer Service Team in their respective region.

Key Responsibilities
  • Team Management: Provide regular 1:1s, constructive feedback, and identify and resolve any performance issues.
  • Shift Management: Manage last-minute shift changes, source solutions to cover unplanned leave, and ensure adequate resourcing of staff.
  • Front of House Management: Manage front of house across multiple sites, ensuring a high level of customer satisfaction.
  • Escalation Point: Act as the first point of escalation for your team, providing efficient and effective resolution to issues.
  • Continuous Improvement: Conduct continuous improvement reviews for processes and best practices.
Requirements
  • Previous Experience: Previous team leading experience within a customer service environment.
  • Knowledge and Understanding: Demonstrate knowledge and understanding of our incident management procedures and Facility Rules.
  • Security Clearance: Must be an Australian Citizen for Security Clearances and eligible for NV1 clearance.
About NEXTDC

At NEXTDC, we are committed to building a diverse and inclusive workforce that represents the communities in which we operate. We offer a collaborative and dynamic work environment, with opportunities for growth and development.



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