Client Services Team Leader

6 days ago

Brisbane, Australia Assure Full time

Are you a Team Leader with a passion for delivering exceptional Customer experiences? Assure is seeking a dynamic **Client Services Team Leader** ensuring efficient service to our clients and customers via different contact channels and correspondence.

You will actively coach and develop your team to support and educate our clients and customers across various workgroups within APM focusing on first contact resolution, retention and turnaround time targets. Working within the contact centre environment, you will work closely with the Client Services Manager and oversee daily operations of your teams, including real time management, daily and weekly planning.

**Key Responsibilities**

- Manage a team of Client Services Officers to deliver first-contact resolution and outstanding client experiences
- Oversee daily operations including real-time management, planning, and resource allocation
- Identify and implement business improvement opportunities to enhance service delivery
- Manage performance through performance monitoring, system audits and quality assurance measures
- Drive employee engagement, culture, and professional development initiatives
- Ensure compliance with WHS, quality, and contractual standards

**What we need from you**

- Experience in leading teams
- Excellent organisational and time management skills
- Excellent interpersonal and communication skills
- Demonstrated customer service experience preferred
- Sound statistical/analytical skills
- Intermediate to advanced use of MS Office suite and Genesys desirable
- Contact Centre experience preferred

**Why join Us?**

At Assure, we’re committed to making a positive impact on people’s lives. As part of the APM Group, you’ll be supported by a values-driven culture, opportunities for professional growth, and a collaborative leadership team that empowers you to succeed.

We're committed to Equality, Diversity and Inclusivity.

We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

Assure

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