Customer Service Team Leader

2 days ago

Darwin, Northern Territory, Australia Betfair Full time

About Betfair

Betfair is a pioneering company that has disrupted the Australian sports betting industry with its innovative approach and commitment to responsible business practices.

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team. As a key member of our customer service team, you will play a critical role in supporting the Head of Customer Account Management (HoCAM) in managing the team, acting as the second-in-command.

About the Role

We have a dynamic and passionate team of professionals who are dedicated to creating a safe and supportive work environment. We are proud to have won the WORK180 award for our commitment to employee support and safety.

As a Customer Service Team Leader, you will be responsible for:

  • Managing and growing a high-performing team, driving a culture of accountability and ownership.
  • Developing team members to manage escalations, resolve customer issues, and improve communication.
  • Monitoring and managing team and individual performance, providing regular feedback and coaching.
  • Consulting with the HoCAM and other team leads to develop team alignment and strategy.
  • Resource planning and liaison with the People & Culture Coordinator for team succession and recruitment forecasting.
  • Managing daily operational workflows and delegating tasks as required.
  • Supporting incident management and upskilling the team.
  • Acting as the escalation point for complex customer issues.
  • Auditing team duties and identifying areas for improvement.
  • Processing complex payment tasks and upskilling team members.

Requirements

To be successful in this role, you will need:

  • Minimum 12 months of previous 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 as part of a team in a fast-paced and dynamic environment.
  • Flexibility to work a rotating roster, including weekends.

Benefits

We offer a range of benefits to support your career development and well-being, including:

  • Tailored leave options.
  • A focus on personal and professional development.
  • Up to $2000 per year for self-chosen learning opportunities.
  • An ongoing commitment to Diversity and Inclusion.
  • Supportive wellbeing initiatives.
  • A dedicated internal events team.
  • A generous bonus scheme.

What We Offer

We are committed to building a workplace where everyone can fulfill their full potential. We pride ourselves on fostering an environment where all employees feel welcome and included.

We are proudly a WORK180 endorsed employer for women. To learn more about our commitment to Diversity and Inclusion, please visit our website.

Studies show that women are likely to only apply for a job if they meet 100% of the criteria outlined in the job ad. We encourage people of all walks of life, abilities, and backgrounds to apply.

Interested in applying? Please submit an up-to-date Cover Letter and Resume.

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