Driving Exceptional Customer Experiences as a Team Leader

5 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $95,000 - $110,000
Customer Experience Team Leader

The Customer Experience Team Leader is a key role within our organisation, responsible for leading and inspiring our customer-facing team to create exceptional customer experiences.

This dynamic and progressive leader will play a crucial role in supporting the delivery of our strategic objectives and customer and employee outcomes through leadership of their team.

Key Responsibilities:

  • Leads and inspires a high-performing team to deliver exceptional customer experiences.
  • Develops and implements effective coaching approaches to support team member growth and development.
  • Builds team capability through regular one-on-one discussions, sharing feedback, and discussing performance.
  • Drives high levels of accountability and initiative by embedding the use of knowledge bases and other technology.
  • Ensures high levels of compliance with quality frameworks, including legislative and regulatory obligations.
  • Fosters close partnerships with operational teams to enable effective resource optimisation and operational performance.
  • Demonstrates leadership across the broader Customer Experience group through a 'one team' mindset and collective ownership of customer journeys and business outcomes.

Requirements:

  • A minimum of five years' experience leading a team of customer service officers responsible for providing service and advice.
  • Relevant tertiary qualifications in business or other fields, or equivalent work experience in related roles.
  • Experience leading teams in high-volume contact centre environments with the ability to drive high levels of operational performance.
  • Thorough understanding and knowledge of contact centre industry, including the ability to drive efficient and effective operations.
  • Experience working in fast-paced, dynamic, and regulated environments with the ability to balance business, customer, and employee needs.
  • Demonstrated ability to lead, coach, and develop high-performing teams.
  • High level of technical expertise across customer accounts, usage, billing, account authorisation, complaints, move in and move out, group accounts, refunds, adjustments, and high bills.
  • Ability to deal with ambiguity and make effective business decisions despite incomplete information.

What's in it for you?

Working at our organisation means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability. You'll have access to career-focused learning and development opportunities, flexible working arrangements, and a range of employee benefits.

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