Customer Service Team Leader

Oversee day to day operations of the CSC frontline team
- Permanent Full Time Opportunity based in Canning Vale
- Elgas is Australia's largest supplier of LPG

**About Elgas**

Elgas is a leading provider of LPG and related products, services, and technical solutions in Australia & New Zealand. A part of Linde PLC, we are known as experts in our field, who hold the safety of people and sustainability of our communities as our top priorities. We respond to change with integrity and innovation, to ensure our customers get performance and reliability from our products and services, and we achieve this through great people who take the lead.

**The Role**

Working in a contact centre style environment, our
**Customer Service Team Lead **role will be responsible for supporting WA Region’s customer service functions and team in a hands-on role. This will be achieved by ensuring day-to-day functioning of the Region’s customer service team and all associated functions - inbound/outbound calls, account queries, new account opening, delivery queries, and some debtors responsibilities.

Willing to commence in time to ensure the call centre is up and running at sharp 8am Mon-Fri, 38hrs per week. The position will be required to work reasonable additional hours occasionally to properly carry the duties and responsibilities.

**Key responsibilities will include**:

- Recruitment of personnel and ensure all new staff undergo full training and competency levels before commencing in roles (independently answering phones)
- Having the correct work allocation for all CSO and service offered by CSOs is always at professional levels and a true reflection of Elgas’s image
- Verify all key customer service stats are fully achieved by team members
- no lost calls, webgen (on-line) enquiries, customer contact notes, CRM
- Investigate all open orders and identify problem areas and take corrective action
- Ensure Accounts set up by CSOs are accurate and assist with Debtor control
- Changes to the system, new initiatives, marketing campaigns and team performance is regularly discussed via weekly meetings
- Verify all EoM processes (closing sales, processing of dockets, accruals, appliance stock take, meeting signoffs, etc) are closed off as required.
- Check filing document management systems - customer contracts, invoice copies, sales paperwork, agency paperwork - can be retrieved easily
- Work as a functional part of the immediate team, and greater CSC business by working collaboratively
- Monitor accurate/timely invoicing of all cylinders and banking of customer collections, management of gas stocks (fill-only accounts) with no variances, commission payments
- Monitor and manage team and staff performance against business metrics and KPI’s (e.g., Adherence, Quality and Productivity) to identify opportunities for improvement

**You will bring experience and skills such as**:

- Minimum 2 years’ experience in a call centre, staff management, customer service and business support experience
- Manage customer escalations and deal with customer challenges.
- Consistently motivate the team, training and performance management skills, ability to hands-on demonstrate and incorporate a culture of customer service and discipline within the team
- Learn/adapt to new systems and processes with only basic training.
- Ability to manage own tasks ensuring they are completed to a high standard inside agreed timeframes
- Demonstrated ability to lead by example, both day-to-day and during times of change

Our people have the opportunity to thrive and excel. We provide a wide range of training programmes to enhance career development. There is potential for overseas opportunities. We also have a variety of employee appreciation programs to recognise individual and team efforts.

**'Put your energy to work at Elgas'