Fantastic Leadership Opportunity

2 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $80,000 - $120,000
Job Description

The Customer Service Team Leader plays a pivotal role in driving workflow management, team motivation, and task delegation. This key position supports the Customer Service Manager with process improvements, recruitment, coaching, and team engagement.

The Team Leader is responsible for daily guidance on handling customer service queries, managing team schedules, leave planning, and resource coverage. They lead regular team meetings, facilitate collaboration across teams, and oversee task allocation, rosters, training, and performance metrics.

  • Providing daily guidance for handling customer service queries and managing team schedules, leave planning, and resource coverage.
  • Leading regular team meetings and facilitating collaboration across teams.
  • Overseeing task allocation, rosters, training and performance metrics.
  • Handling escalated queries and support service delivery excellence.
  • Coaching and supporting team members through regular feedback and performance reviews.
  • Onboarding and training new hires to ensure smooth integration into the team.
  • Identifying development opportunities and celebrate team and individual successes.
  • Fostering a positive team culture through open communication and leading by example.
  • Coordinating recruitment efforts with hiring partners and internal stakeholders.
  • Identifying and implementing improvements to drive service efficiency and quality.
  • Evaluating team workflows and aligning with business goals and standards.
  • Leading cross-functional meetings as needed and maintaining up-to-date service procedures and documentation.
Required Skills and Qualifications

To succeed in this role, you will need:

  • A demonstrated ability to lead and develop teams and the capabilities to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.
  • Experience managing direct reports, leading project teams, or mentoring junior team members.
  • A track record in identifying inefficiencies in customer care workflows and taking initiative to streamline operations, reduce response times, and improve the overall customer experience.
  • Customer-focused mindset with a high-level understanding of delivering exceptional service across multiple channels, including phone, chat, and email.
  • Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.
Benefits

This is a fantastic permanent leadership opportunity working with a collaborative team, with a company offering fantastic benefits and long-term growth.

Others

This role requires a unique blend of leadership, technical, and interpersonal skills. If you are a motivated and results-driven professional looking for a challenging and rewarding career opportunity, we encourage you to apply.

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