Customer Support Team Leader

2 weeks ago

Adelaide, Australia Ventia Pty Limited Full time

Customer Support Team Leader

**Date**:17 Oct 2024**Location**:Adelaide, SA, AU, 5000**Company**:Ventia- We’re looking for a passionate Team Leader to join our Ventia Operations Centre (VOC) team in Adelaide, supporting the Across Government Facilities Management Arrangement (AGFMA) for the Government of South Australia.
Ventia's Operations Centre (VOC) provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services.
The is a permanent full-time role, Monday - Friday, based in our Adelaide CBD office on Wakefield Street.**The Opportunity**
- Reporting to the Senior Manager, the Team Leader is responsible for the day-to-day operations of approx. 15 Customer Service Coordinators. This involves setting targets, ensuring customer calls are handled professionally, providing coaching, and mentoring the team.
- Work closely with the team in developing, mentoring, and motivating them to deliver contract outcomes and role objectives.
- Proactively supervise and coordinate activities of the Customer Support Coordinators to ensure a high quality, relevant client experience.
- Ensure training and development plans are maintained for all team members.
- Maintain and update various databases, spreadsheets, and documents.
- Manage daily/weekly/monthly rosters via the workforce management system.
- Call queue monitoring throughout the day and managing adjustments as required to meet service levels.

**Benefits**
- Supportive, friendly, and diverse office environment.
- Comprehensive onboarding training program designed to set you up for success, continued support and professional development.
- Manage, nurture, and grow your own team.

**About You**
- Excellent people management abilities.
- A collaborative and engaging working style.
- Thrive working in fast paced and high-volume environments.
- Known for your self-awareness and emotional intelligence.
- You pride yourself on your excellent communication skills.

**About Ventia**
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.
**Diversity**
Ventia is enriched by the diverse experiences, talents and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, LGTBQI+, Women, Veterans and spouses and people with disabilities.
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