Team Leader, Customer Care

2 weeks ago

Sydney, Australia Commonwealth Bank of Australia Full time

Team Leader, Customer Care

**Do Work that Matters**

We have an exciting opportunity in our Direct Banking, Nights team for a **Team Leader**role.
- Sydney based (South Eveleigh office)
- Night shift - Monday - Thursday 9pm - 7:15am
- Hybrid role - 50% in office, 50% at home

As a Team Leader, you have a very critical role to play in developing our people, supporting and protecting our customers and the business. If you are passionate about this, this may just be the role for you.

**Your responsibilities**

As a Team Leader, you will be required to lead from the front and motivate your team to achieve their best, whilst providing strong coaching and promoting development opportunities. You will also be responsible for:

- Leading a team to drive customer outcomes that are right first time and within the agreed timeframes.
- Leading the day to day running of the team by monitoring and analysing team performance and workflows, utilising standardised systems and reporting
- Identifying, driving and delivering continuous improvement and efficiency enhancements to create experiences our customers love.
- Building internal and external relationships through the use of superior stakeholder management techniques and customer service skills
- Planning and executing risk mitigating procedures and reporting and discussing the results of your risk management.
- Scheduling and people planning requirements e.g. ensuring appropriate cover across the teams core hours.
- Use the Group's people management systems and policies to effectively manage people and complete all required people management activities.

**About you**

You will be an experienced team leader with strong people management skills, who can comfortably provide support, mentorship and development to their people to create a strong team environment. You will also possess a strong risk mindset, able to identify and mitigate risks at first opportunity.

**Other qualities you possess include**:

- Effective customer service, stakeholder management and negotiating skills.
- Attention to detail, accuracy and ability to work to deadlines.
- Ability to set performance targets and motivate / coach team members to achieve.
- Demonstrated ability to drive a continuous improvement culture within a team.

Applications will close on **Tuesday, 6th August 2024.**

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Advertising End Date: 05/08/2024

Job ID REQ216115

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