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Customer Service Team Lead
2 months ago
About the Role:
This is an exciting opportunity to join Ashdown People as a Customer Service Team Lead, where you will play a key role in delivering exceptional customer experiences across the Contact Centre. As a seasoned leader, you will be responsible for overseeing the day-to-day operations of the Contact Centre, ensuring that all services are delivered to the highest standard.
Key Responsibilities:
- Lead and Develop Contact Centre Staff: Actively lead, supervise, coach, and develop contact centre staff to ensure all services are delivered to a high standard.
- Operational Management: Monitor and review the day-to-day operational aspects of omni channels of the Contact Centre, identifying opportunities for improvement and implementing changes to achieve best practice.
- Conflict Resolution: Manage resolution/facilitation of conflict situations relating to the Contact Centre team members, ensuring that all issues are resolved in a fair and timely manner.
- Customer Complaints: Handle and resolve customer complaints through all service channels, identifying opportunities to improve processes or prevent similar occurrences in the future.
- Team Engagement: Drive and facilitate initiatives and programs to promote a highly engaged team and positive culture environment.
Requirements:
- Tertiary Qualification: Tertiary qualification in customer service, administration, business, or significant amount of relevant industry experience.
- Leadership Experience: 5+ years customer service leadership experience with a proven track record of achieving KPIs.
- Communication Skills: Excellent communication and customer service manners.
- Problem-Solving: Strong problem-solving abilities and a passion for helping others.
- Technical Skills: Experience working with a Queue Management Solution, including updating ticket options, reporting, and data collection, as well as a Workforce Management System and rostering Tool to assist with optimizing resources through forecasting, scheduling, and monitoring of workforce.
About Ashdown People:
- Leading Supplier: Ashdown People is the 5th largest supplier to the NSW Government.
- Weekly Payments: Get paid weekly.
- Excellent Reputation: Rated 4.9/5 on Google Reviews with over 1,100 5* reviews for candidate feedback this year.
- Insurance Options: Offer insurances for ABN Contractors.
- Communication: Consistent communication and transparency.
