Team Leader

Full-time Position
Working within the TransPerth Call Centre team

**Location**: East Perth

About you

As a team leader with TransPerth, you will motivate, lead and develop a high performing team to successfully deliver excellent service and results. You’re a customer focused professional who is committed to supporting the public of Perth by ensuring the team provide up to date information and advice regarding all things related to the Transperth suite of services. You will take pride in the delivery of excellent customer service and the provision of support in a timely and efficient manner. You’re a respectful and professional person who demonstrates exceptional values in everything you do.

About the role

As a Team Leader you will be key to providing the highest level of customer service to the public. This will include but not be limited to information regarding public transport services (ferry, train & bus), Smart Rider & general information.

You will work with key stakeholders, other relevant Managers and Learning & Development to identify training needs for the team to effectively carry out the tasks necessary to assist customers. With a customer focus yourself, you will also ensure continuous improvement in Customer Service is maintained by the team Key Performance Indicators. As team leader you will be responsible for obtaining profitable results by developing the team through various means, including motivation, coaching, skills development, and product knowledge development.

Our operational hours are Monday to Thursday 5:00am to 12:30am, Friday & Saturday 5:00am to 2:00am and Sunday 5:00am to 12:00am

**To be successful in this role you will have**:
The highest levels of personal integrity and ethical behaviour.
Contact centre experience in a service environment
Demonstrated organisational and time management skills.
The ability to show initiative and prioritise work effectively under pressure and in a busy environment.
Be computer literate - Microsoft Office Suite (Word, Excel, Powerpoint, Teams)
The ability to work on own initiative, without close supervision and assist the team where needed.
The ability to build relationships, establish personal credibility and support team members to provide high quality and efficient customer service.
A high-level ability to utilise and to quickly adapt to new processes and technology with ease.
Display flexibility, pragmatism and creative problem-solving skills.
Display motivation and determination whilst maintaining a professional, positive and can-do attitude to achieve business outcomes. Well-developed problem solving, organisational and analytical skills Excellent interpersonal, verbal and written communications skills Experience in working in a KPI driven service with delivery outcomes
A high level of attention to detail in order to accurately capture and enter data, ensuring all processes are followed
Service experience in a BPO/outsourced environment (desirable but not essential).

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential section component for this role.

About Us
We are proud to deliver non-clinical services to Fiona Stanley Hospital; one of Australia’s most advanced public healthcare facilities. We put the patient at the heart of everything we do. Our team of 500 staff takes pride in delivering quality services to achieve outstanding care.

Join Us
Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

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