Senior Customer Service Manager

2 weeks ago

City Of Joondalup, Australia beBeeLeadership Full time
Customer Care Team Lead

This is an exciting opportunity to take on a pivotal role in our customer service delivery transformation. As a dynamic and committed Customer Care Team Lead, you will oversee the daily operations of our customer care team, including the contact centre, front counter, and reception areas.

Your key responsibilities will include leading by example, motivating and supporting a team of Customer Care Officers to deliver proactive, high-quality service across multiple channels, including phone, email, and face-to-face.

We are looking for enthusiastic individuals with strong leadership skills, a passion for customer service, and the ability to thrive in a fast-paced, evolving environment.

To be considered for this role, please submit a covering letter addressing your experience in the following areas:

  1. Certificate IV in a customer service, business administration or related discipline or equivalent experience in a customer service supervisory role.
  2. Demonstrated experience in supervising a team within a contact centre environment.
  3. Demonstrated experience in revenue receipting activities and financial reconciliations.
  4. High level skills in coaching, providing feedback and training teams to achieve their best potential.
  5. Well-developed organisational and time management skills with the ability to plan and prioritise own work and that of employees.
  6. High level initiative and situational problem-solving skills with the ability to effectively handle challenging situations in a resilient, calm, and professional manner.
  7. Relevant experience in contact centres along with knowledge of customer-centric principles, practices and technology used in contemporary contact centres.

Please note that appointment is subject to provision of a satisfactory National Police Certificate that is no more than three months old.

If you are interested in this opportunity, we encourage you to apply by submitting your resume and a covering letter online via the city recruitment portal.

The City is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. We welcome applications from diverse candidates.

All employees and prospective employees of the city are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

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