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Customer Service Team Leader
2 months ago
Betfair is a pioneering force in the Australian sports betting industry, driving innovation and competition while prioritizing responsible practices and regulatory compliance to safeguard the community.
We're seeking a seasoned Customer Service Team Leader to support the Head of Customer Account Management in overseeing the Customer Service team, serving as the second-in-command. This role offers a unique opportunity to lead a passionate and energetic team, fostering a safe and supportive work environment that promotes employee well-being and growth.
Key Responsibilities- Manage, develop, and grow a high-performing team, promoting a culture of accountability and ownership through ongoing feedback, training, coaching, and mentoring.
- Develop Customer Service team members to effectively manage escalations, resolve customer issues, and improve communication.
- Monitor and manage team and individual performance, providing regular feedback, training, and coaching to enhance customer service and support.
- Collaborate with the HoCAM and other Team Leads to align team objectives with the overall business strategy.
- Resource, plan, and liaise with the People & Culture Coordinator to ensure team succession and recruitment forecasting.
- Manage daily operational workflows, delegating tasks as needed, and ensuring coverage during major sporting and racing events.
- Act as the escalation point for complex customer issues, making informed decisions to resolve problems.
- Regularly audit team duties, identifying areas for improvement and implementing changes in consultation with leads.
- Minimum 12 months of operational management experience in an online contact centre and/or sales environment.
- Demonstrated experience in leading and motivating high-performing teams.
- Previous experience managing team KPOs and performance.
- A proven leader with a 'can-do' attitude and resilience under pressure.
- Interest in racing and/or sports.
- Ability to work in a fast-paced, dynamic environment and adapt to changing circumstances.
- Flexibility to work a rotating roster, including weekends, to meet customer needs.
- Tailored leave options, including parental leave, cultural leave swap, volunteer leave, and study leave.
- A focus on personal and professional development, including leadership development programs, peer-to-peer learning, and self-chosen learning opportunities.
- A generous bonus scheme and opportunities for growth and advancement.
- A commitment to Diversity and Inclusion, fostering a workplace where everyone can thrive.
- Supportive wellbeing initiatives, including access to an Employee Assistance Program.
Interested candidates should submit an up-to-date Cover Letter and Resume. We're committed to responding to all candidates within four weeks of application. If successful, you'll participate in a video interview, followed by in-person interviews. Eligible working rights for Australia are required.
