Operations Centre Team Lead

2 weeks ago

Sydney, Australia Ventia Pty Limited Full time

Full time perm role - Monday to Friday
- Small friendly and supportive team environment

**About the role**:
Reporting into the Operations Manager, located in Ventia’s Town Hall office we are seeking an Operations Centre Team Leader to provide effective support to the City of Sydney contract. Responsible for undertaking inbound and outbound call resolution, monitoring call queues, and following up on and escalating priority issues.

**Responsibilities**:

- Proactively supervise and coordinate activities of the help desk team to ensure a high quality, relevant client experience
- Role model continuous improvement mindset, build great relationships within the team and with internal stakeholders to influence and ensure the best customer outcome is provided
- Building strong working relationships with key stakeholders, working collaboratively, and supporting the contract.
- Coordinating the rostering of staff
- Facilitate problem solving and collaboration

**Experience & Qualifications**:

- 3-5 years administration experience
- CMSS experience desired but not essential
- Intermediate - advance Microsoft suite level
- Experience in coaching and developing a team
- Mature confident approach to working with others with experience managing complaints or escalations with excellent written and verbal communication
- Ability to work as a member of a team as well as autonomously

**What’s on offer**

Ventia offers you a flexible, supportive, and inclusive work environment where you matter

We take our people’s careers seriously, helping them to learn and grow

There’s nothing more important to us than keeping our people and the public safe

We look after each other and foster our people’s wellbeing

**About Ventia**
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.

**About the contract**
Ventia is responsible for the management and delivery of all hard and soft facilities management services, including maintenance and cleaning, for the City of Sydney’s portfolio of 251 facilities.

Servicing a delivery area of 26.15km2, a residential population of 224,211 and approximately 615,000 visitors daily, the portfolio includes the City’s range of community facilities such as community centres, libraries, leisure facilities, depots, and public toilets, as well as its commercial buildings - iconic buildings such as the Sydney Town Hall, Customs House, and the Ian Thorpe Aquatic Centre.

**Diversity**
We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

Position Reference Number: 146632

**Job Segment**:Manager, Operations Manager, Help Desk, Information Technology, Management, Operations, Technology

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