Customer Support Team Lead

**Description**:
**About us**

**Sentral **, is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 3,000 schools across Australia.

We are part of one of the largest payment & software providers in the world, Global Payments, headquartered in Atlanta, USA. The Global Payments AU/NZ family consists of leading service providers including **Ezidebit, eWAY, and Storman Software.**

**About the role**

The **Customer Support Team Lead **will lead and manage the day-to-day operations of our Customer Support team to ensure our customers receive quality support with user and technical aspects. This is a customer-centric role that drives customer support excellence and is responsible for providing a productive and motivating work environment. You will be accountable for each individuals performance and KPIs of the team as well being the point of escalation for more difficult customer queries and complaints.

Other key areas of responsibility will include:

- Working alongside other senior leaders in the Support space to deliver and achieve set goals;
- Lead and provide high quality support and feedback to direct reports within the team;
- Challenge and support team members to improve individual and team KPIs and Customer satisfaction scores;
- Create retention plans and campaigns for existing customers;
- Manage and report on churn rates and customer issues;
- Resource planning, recruitment and ongoing customer support training of the team;
- Being the voice of the customer to the wider Sentral business and work with other teams on improving the customer experience.

**About you**

You are a natural leader who thrives on bringing out the best in both the individual and the team. You enjoy a fast-paced environment, dedicated to quality customer interactions, delivered by a highly knowledgeable team. You are comfortable managing change and underperformance and do so with a hands-on method. You lead by example and handle critical issues or incidents with a calm, customer first approach.

You will also being:

- 4+ years of experience leading high performing teams in a contact centre environment;
- Strong understanding of customer and contact centre metrics;
- Excellent communication skills with a thoughtful and direct style;
- Change and performance management experience;
- Diverse ability to build relationships with both customers and senior members of the Sentral business.

**Working for Sentral**

In addition to a diverse and inclusive culture, some of our benefits include:

- Flexible working environment with a mix of in-office and remote working;
- Birthday leave (a day off to celebrate your birthday);
- Reward and Recognition Programs such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers;
- Employee Stock Purchase Plan available to all team members ;
- A MyCoach (EAP) program to support your health and wellbeing.

**Please note that you must have**
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check

**Interested?**

If this role sounds right for you we invite you to APPLY by submitting your CV. Alternatively for a confidential discussion please contact Kristy Ward on 0424 217 575.
- We respectfully ask that no recruitment agencies contact us regarding this position._