Customer Service Team Leader

An exciting opportunity exists to join one of Australia’s high growth private businesses. COS is a family owned and run Aussie business made up of a community of like-minded people working towards a common goal. Our purpose is to keep Australian workers healthy, safe and productive. Why? So we can deliver on our pledge to donate one million dollars annually to everyday Australians through the Lyone Foundation.

**More about our benefits**
- Competitive remuneration with excellent bonus scheme
- Flexible hybrid workplace
- Generous Reward and Recognition programs
- Access to ongoing training and career development programs
- Access to free Mental Health programs
- Birthday and Anniversary Day off
- Convenient location with onsite parking
- Modern onsite gym
- Employee discounts on full product range
- Opportunity to participate in community welfare and charity initiatives

**More about what you’ll do**

Reporting to the Customer Experience Manager, you will lead and develop a team of Customer Service Representatives that continually exceed our customers’ expectations and always strive for service excellence.

Your key responsibilities will include the following:

- Monitoring the changing service needs and identify areas for improvement
- Developing and supporting a team delivering front line customer service
- Ensuring key performance indicator targets are being met
- Reviewing and resolving customer escalations
- Supporting and implementing process improvement to increase efficiencies within the team
- Evaluating and mentoring team members on overall performance
- Setting and communicating daily priorities for the team, while ensuring daily checklists are being actioned in accordance with customer service’s SLAs and KPIs
- Uses customer service data to bring forward ideas to improve customer experience and process improvement
- Conduct training needs analysis and gap analysis for the teams and liaise with the learning and development team to create training programs and develop plans for progressing competency

**More about you**

You are a natural leader with a real passion for the customer experience. To succeed in this role, you will demonstrate the skills below:

- Demonstrated experience in managing a team in a high-volume and fast paced customer service environment
- Proven leadership and coaching experience
- Previous Work Force Management (Highly Regarded)
- Experience in managing a multi-channel contact centre is essential, such as Genesys.
- An authentic leader who motivates through creativity, consultation and learning
- Exceptional attention to detail, problem solving and process improvement skills
- A high level of self-motivation and passion for innovative results
- Strong internal and external influencing skills
- Exceptional time management skills with the ability to juggle conflicting priorities in a demanding environment
- Thrive under pressure and deadline driven
- Strong communication and interpersonal skills with the ability to engage with key stakeholders to influence sound business decisions
- Strong numerical, verbal and written communication skills
- Advanced computer literacy including the ability to champion new CRM systems

**More about COS**

When you join COS you’ll be working for a growing business servicing many of Australia’s most well recognised companies and government agencies. You’ll be part of a socially responsible organisation who provides equal employment opportunities to a talented and diverse team of passionate people.

You will be joining a talented team that live and breathe our 6 core values - Passionate, Results Driven, Innovative, Self-Reflective, Family and Service Excellence. At COS, we work together to find smarter ways to deliver on our Company Purpose: Keep Australian Workers Healthy, Safe and Productive. We are passionate about maintaining a business culture that focuses on professionalism with heart.

Through the success of our business COS has been proud to give back over $15 million to community through the Lyone Foundation. Each year through the Lyone Foundation, COS supports Australian charities who are focused on human welfare and are underfunded.

Founded in Australia 45 years ago, today with over 500 employees located across every State of Australia, COS are leaders in our industry, and we’re ready to welcome you onboard

**How to Apply**

**COS can offer you not just a job but a career.**

**If you are interested, we'd love to hear from you