Client Services Team Leader

Working closely with your team and fellow team leaders you will have the opportunity to really help both our clients improve their lives and your team grow on their career journey. A true passion for awesome customer service is a must and you will find you will be surrounded by like-minded people across the company.

**What you’ll do**
- Provide a high level of guidance, support, and leadership to the Client Services team members to ensure goals and objectives of the Client Service Centre are accomplished.
- Conduct weekly one on one coaching and training sessions and providing regular feedback to your team members
- Manage and improve your team’s performance through performance monitoring, problem resolution, system audits and quality assurance measures
- Play an active role in recruitment, coaching, mentoring and developing the Client Services Team, ensuring a high quality of service delivery and client experience on every interaction and retention through effective implementation of leadership skills and strategies
- Support the Client Service Managers and CSC Operations Manager with driving continuous improvement initiatives that are client centred and data informed.
- Develop and maintain strong, positive relationships with both internal and external
- stakeholders
- Ensure all communications to stakeholders are timely and of a high standard
- Respond to any complaints associated with the delivery of services in accordance with the APM complaints procedure
- Maintain good working knowledge of customer service industry trends and approaches and identify opportunities to implement new service initiatives to benefit APM clients and customers
- Develop a culture of high service standards and exceeding customer expectations

**What you will bring**
- Previous leadership experience, ideally from within a customer service/contact centre environment
- Experience leading a team with the ability to motivate, coach and develop others while driving a high-performance culture
- An ability to work both autonomously and as part of a team with a demonstrated ability to effectively lead, develop and strengthen a team, including supervising and motivating employees
- Excellent organisational and time management skills, with a flexible approach to manage competing demands
- Strong statistical/analytical skills
- Excellent interpersonal and communication skills
- Demonstrated customer service experience
- Ability to multi-task and ensure successful outcomes
- Excellent phone manner and have a natural flair for helping people help themselves

As part of a team we all need to do our bit so being able to work Monday - Friday between the hours of 8am and 6pm is critical. Change and growth should excite you You will be customer focused and thrive on helping people engage with APM and assisting our clients on their employment journey.

We are working in Human Services, it is vital to have a caring nature to ensure client satisfaction is achieved in every interaction. Working at APM means you will have the opportunity to make a tangible difference to people’s lives.

**About APM Group**

We’re a diverse team of over 13,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.