Customer Centre Manager

**About the Role**

The Customer Centre Manager is responsible for leading a team of Team Leaders and approximately 35 Customer Service Consultants. Supporting Workskil Australia’s sites and programs nationally, this role is responsible for leading the Customer Service Centre to offer exceptional customer service and administrative functions to all our internal and external customers. This role involves strong leadership to build the capacity of the team whilst supporting the Team Leaders with people management matters as they arise. If you are someone who enjoys coaching, training, motivating, and supporting a team, whilst taking a hands-on approach to support the overflow of workload and day to day functions, this might be the opportunity you have been looking for

This role is being offered on a full-time, ongoing basis.

**About You**

To be successful in the role you will be able to:

- Demonstrate your ability to manage staff to ensure a high performing cohesive Contact Centre;
- Demonstrate outstanding people management skills;
- Demonstrate your ability to set and monitor team and individual staff performance to ensure Key Performance Indicators (KPIs) are met, including conducting monthly meetings and performance reviews;
- Prove your ability to drive customer experience and satisfaction;
- Demonstrated ability to exploring new ways of coaching to increase performance whilst ensuring team members are adequately trained and supported;
- Demonstrate strong skills in data entry, the Microsoft Office suite and ability to type approximately 30 words per minute; and
- Demonstrated ability to work effectively with a culturally diverse range of clients, employers and staff.

You will also be required to:

- Hold a current driver's licence;
- Have at least three years’ experience in Employment Services;
- Certificate IV in Employment Services or Career Development; and
- Have call centre experience (desirable).

**About Us**

Workskil Australia is a national not-for-profit and charitable organisation, with almost 40 proud years of supporting Australians to achieve sustained economic and social self-reliance. We do this by providing a range of employment, work experience, disability, youth, Indigenous and community services across New South Wales, South Australia, Western Australia and Victoria.

We promote a positive team culture where high performance can thrive. We value excellent customer service, integrity and honesty in our employees. We look for employees who have a genuine passion for working with those in need, are results-focused and can contribute to a strong team. In return for your truly valued contribution we will support your ongoing career development and offer a friendly, supportive & innovative environment for you to thrive.

We work hard every day to:

- Work with our Customers to secure great long-term job opportunities.
- Meet the labour needs of business and industry through quality recruitment services at no cost.
- Assist businesses with diversifying their workforce.
- Provide specialist employment and community services to people seeking work, including people with mental illness, injury or disability and Indigenous Australians.
- Deliver work experience projects to the community.

Our values remain at the heart of everything we do and we strive to conduct our business with the highest degree of care, integrity, respect, honesty and service. We believe that the care, respect and high level of service we give to all of our customers is our key point of difference.

**Remuneration**

A competitive salary will be negotiated commensurate with skills and experience. As Workskil Australia is a public benevolent institution, we can also offer a portion of the salary through tax effective salary packaging.

**About your Application