Team Leader

7 hours ago

Canberra, Australia HAYS Full time

Seeking highly motivated and experienced Team Leaders, Customer Support Centre
**Your new company**
Located out of their Canberra Office, this well known company is looking for a highly experienced Team Leader to join their team and manage their Customer Support Centre Team.

**Your new role**

The Team Leader is responsible for negotiation and resolution of urgent, reactive, high-stakes customer faults and emergencies, which will require exceptional dispute resolution skills and the ability to co-ordinate various stakeholders to resolve complex or high-profile emergencies.

Key Responsibilities:

- Lead, mentor and support a high performing call centre across the four key areas of people management, performance management, safety management and quality assurance.
- Manage the daily running of the call centre within budget, including quality effective resource planning to meet all customer service KPIs and organisational customer experience expectations.
- Develop, implement and continuously improve end-to-end processes for customer services and reactive high priority matters to enhance the customer experience.
- Ensure quality customer outcomes and continuous improvement through negotiation with internal and external stakeholders to influence change and effective KPIs based on root-cause analysis and customer insights.
- Participate as a member of the on-call after-hours customer service roster to provide support and advice to the Customer Support Centre and Field Maintenance Crews, and attend site to manage any after-hours events that impact our customers

**What you'll need to succeed***
- Diploma or higher in Business or management disciplines (desirable)
- Significant experience in developing service quality standards and quality assurance frameworks.
- Significant experience in managing a reactive, high-pressure 7-day per week multi-skilled call centre/ contact centre team.
- Demonstrated experience in formulating partnerships with customers, community and stakeholders.
- Demonstrated experience in high level communication and advanced negotiation skills.
- Experience in writing business documents for distribution to external stakeholders.
- Experience in leading a small team in a fast paced and changing environment.
- Knowledge of customer services standard, regulations, codes, contracts, rights and obligations.

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2715688

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