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**Team Leader

2 months ago


Brisbane, Queensland, Australia Five Good Friends Full time
About the Role

We are seeking a dynamic and strategic Team Leader to lead and optimize our Member sign-up and onboarding activities across the organization. Based in Brisbane and reporting to the Head of Customer Experience, the Member Sign-Up Team Leader is responsible for leading the team towards ensuring a smooth and welcoming sign-up and onboarding experience for new members.

This role plays an important part in bringing new members into the business with the care and attention they need, and ensures that the Welcome Team are set up successfully to provide good quality services to the member/s during their initial stages with Five Good Friends.

Key Responsibilities
  • Lead and Coach the Team: Effectively lead, coach and manage the team of Onboarding specialists, creating a culture of performance in line with our culture and values.
  • Inspire and Motivate: Inspire and motivate your team to hit their targets and provide outstanding service, whilst supporting and fostering a positive team environment.
  • Training and Development: Train new team members and provide ongoing coaching and development to existing staff.
  • Staffing and Scheduling: Manage staffing levels and schedules to ensure coverage and productivity.
  • Target Setting: Establish clear, achievable targets for the team and align them with broader organizational goals.
  • Team Culture: Foster a team culture where team members feel comfortable sharing ideas and working together to solve problems.
  • Member Experience: Ensure that every interaction with potential members is warm, informative, and supportive with the aim to making the sign-up process as smooth and engaging as possible.
  • Onboarding Process: Oversee the onboarding process of members to ensure correct compliance including a strong introduction into Five Good Friends.
  • Performance Monitoring: Monitor and track individual and team performances against targets and report regularly to the Head of Customer Experience.
  • Team Development: Support the professional development of your team members, ensuring 1:1's and team meetings are held regularly and are effective.
  • Process Improvement: Continuously review and refine the sign-up process to improve efficiency and member satisfaction.
  • Business Operations: Support cyclical activities such as employee surveys, salary reviews, and performance reviews.
  • Representation: Participate in other business meetings as required representing your business stream.
Requirements
  • Knowledge of Employment Law: Knowledge of employment law relevant to recruitment and compliance regulations.
  • Education: Bachelors Degree in Business or Marketing is highly desirable.
  • Leadership Experience: 3 + years of People and Sales leadership experience.
  • Industry Knowledge: Working knowledge of Sales and customer onboarding methodologies and processes.
  • Team Management: Management of a distributed small to medium-sized sales team.
  • Performance Metrics: Proven ability to meet and exceed sales targets and KPI's.
  • Leadership Skills: Leadership skills with the ability to motivate and develop a high-performing team.
  • Technical Skills: Advanced computer literacy: Microsoft suite and understanding or CRM platform.
  • Industry Experience: Experience in the Aged Care sector beneficial.
  • Company Values: Values that naturally align with Five Good Friends' values and mission.
  • Diversity and Inclusion: Commitment to diversity and inclusion.
  • Work Eligibility: Unlimited working rights in Australia.
  • Criminal History: A successful National police check, or willingness to apply.