Customer Service Team Leader

2 days ago

Greater Brisbane QLD, Australia Stockland Full time

We have an exciting, newly created position for an experienced Customer Service Team Leader to join our Customer Service team and be part of helping to develop, drive, and grow an “centre of excellence.”

**About the role**

With an emphasis on service delivery, you will lead, coach, and manage a Queensland based team of customer specialists to deliver world class customer service and support, contributing to the creation of profit centre performance.

**Some of your key responsibilities will include**:

- Lead the team to undertake pre
- and post-sales service and support activities, ensuring a consistent, exceptional level of service is delivered
- Monitor team performance and provide coaching and feedback to support team members to develop their skills
- Act as a point of escalation for complaints, collaborating with key stakeholders to ensure timely resolution in line with agreed standards
- Work collaboratively, with internal stakeholders to achieve customer and business objectives
- Act as the voice of the customer, sharing customer insights with the broader business
- Analyse data to identify opportunities to drive process improvements and improve customer satisfaction
- Manage a library of project knowledge to ensure teams are armed with the latest information to service enquiries
- Assist in maintaining appropriate systems, procedures and controls

**About you**

Working closely with the National Customer Service Manager, you will play a crucial role in fostering a high-performance team environment, utilising your expertise which you demonstrate through;
- Proven experience managing and coaching a customer service contact centre team (ideally within a property related industry)
- Track record of meeting service and enquiry conversion targets
- Deep understanding of the customer journey/sales process and a customer-centric approach
- Excellent stakeholder management skills, working collaboratively to achieve results through your influencing, communication, and relationship skills
- Experience managing change and improving systems/process is desirable
- Experience with CRM systems, particularly Salesforce would be highly advantageous

**The Stockland Proposition**

At Stockland we are a community delivering outcomes that benefit the community at large. We work collaboratively and inclusively, building strong working relationships. Our portfolio is diverse and so are the opportunities for professional and career development. We are committed to providing our people with broad experiences to build a successful career.

We recognise the importance of flexibility and work life-quality and over 80% of our employees have informal or formal flexible work arrangements. Additionally, Stockland has a strong commitment to achieving the best outcomes through an inclusive and collaborative culture. Our customers come from diverse backgrounds and we want our teams to reflect this.

We offer competitive remuneration and benefits. Benefits include free to access or subsidised lifestyle, health, well-being and financial services products.

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