Customer Support Officer Team Leader

**About APM Communities**: APM Communities collaborates directly with the NDIA to implement the NDIS, supporting a better life for Australians with significant and permanent disabilities, their families, and carers.

**Position Overview**:
Take our thriving call centre to the next level as you lead and mentor our Customer Support Officers. Each day will see you take ownership of your day in ensuring your team operates at full capacity in meeting daily targets through supporting NDIS participants.

Our Customer Support Officers are making majority outbound calls in assisting participants schedule their plan review meetings with their Local Area Coordinator. We offer a structured working environment and as such need a leader that is comfortable in providing direction to staff in a friendly and approachable manner.

Ideally, you are already working in a call centre environment and can bring some leadership experience with you together with direct experience as a Customer Support Officer.

We are seeking a dynamic and experienced Team Leader to join our Customer Support team. In this role, you will provide guidance, support, and leadership to our team members, ensuring that the team's goals and objectives are met. You will be instrumental in building a high-performing team, engaging with stakeholders, and leveraging your strong leadership skills.

**Core Responsibilities**:

- ** Service Delivery**: Maintain and enhance customer service team operations.
- ** Recruitment and Team Management**: Actively grow your team, coach, and mentor direct reports.
- ** Operational Performance**: Manage and improve team performance, collaborate with the operations manager on continuous improvement initiatives.
- ** Reporting and Excel**: Utilise your experience with reporting and Excel to analyse data and drive performance improvements.
- ** Stakeholder Engagement**: Engage effectively with stakeholders to ensure alignment and support for team initiatives.

**What You Will Bring**:

- ** Leadership Experience**: Minimum of 2 years of leadership experience, with a proven ability to lead, develop, and strengthen a team.
- ** Team Building**: Demonstrated ability to build and maintain a high-performing team.
- ** Analytical Skills**: Strong analytical skills, particularly in reporting and Excel.
- ** Organisational Skills**: Excellent organisational and time management skills.
- ** Stakeholder Engagement**: Strong skills in engaging and managing stakeholder relationships.

**Location**: This role is based in central Melbourne, in an office equipped with modern facilities, providing a professional and comfortable working environment.

**More About APM**: We are a diverse team of over 9,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, starting with enabling better lives for our employees and their families.

Our work helps 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, you have the 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. Most importantly, you can make a lasting impact on the lives of others who rely on our services.

Indigenous people, people of culturally diverse backgrounds, LGBTQIA+ people, and people with disabilities are encouraged to apply. Employable Me will explore adaptations to the work environment if required.