Service Delivery Leader

3 days ago

Adelaide, South Australia beBeeCustomer Full time $70,500 - $89,500

As a leader of customer-facing teams, you will be responsible for delivering exceptional service at the initial point of contact for people inquiring about community services.

You will support your team to ensure seamless, empathetic and informed customer interactions that empower and reassure those seeking assistance. Your day-to-day tasks will include mentoring and coaching, overseeing performance, resolving escalations and maintaining a culture of continuous learning and service excellence.

Main Responsibilities:
  • Coach and mentor the customer-facing team to consistently exceed service expectations.
  • Monitor enquiry and referral processes to ensure accurate and timely service delivery.
  • Act as a first point of escalation to maintain quality and responsiveness.
  • Collaborate with internal stakeholders to ensure knowledge sharing and team preparedness.
  • Support a positive team culture grounded in empathy, support and inclusion.
Your Skills and Experience:
  • Proven experience leading customer service teams, preferably in a contact centre environment.
  • Strong ability to coach, motivate and manage performance effectively.
  • Exceptional communication and interpersonal skills are essential.
  • Proficiency in CRM software, Salesforce and Microsoft Office Suite is required.
  • A track record of high-quality customer service delivery is crucial.

We would also love you to have:

  • Certificate in Customer Services or Call Centre Communications (desirable).
  • Familiarity with social or community service environments.
  • Knowledge of quality assurance processes and KPI-driven service standards.
  • A warm and professional presence with the resilience to adapt in fast-paced situations.

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