Client Services Team Leader

4 days ago

Melbourne, Australia APM Full time

We are currently seeking expressions of interest for a Client Services Team Leader to lead a fun, collaborative team based in our Melbourne CBD location. In this role, you are responsible for providing guidance, support, and leadership to our customer service experts to assist our participants in navigating, end to end, the Disability Employment Service (DES) registration process.

**_ The role will provide you an opportunity to:_**
- Manage and improve team performance through performance monitoring, problem resolution, and quality assurance measures.
- Utilise strong analytical skills to interpret contact centre metrics and industry information to drive program targets.
- Summarise and analyse contact centre trends and data for regular performance reports.
- Lead the team to deliver high standards for productivity, quality, and customer service.
- Communicate with, develop, and maintain relationships with internal and external stakeholders to support and improve service delivery.
- Maintain and improve CSC operations by monitoring system performance, identifying and resolving problems, preparing action plans, and managing system and process improvement and quality assurance programs.

**_Some key requirements of the role are _**
- Extensive knowledge and background in Disability Employment Services.
- Strong leadership skills with experience in managing and motivating teams particularly in a dynamic environment.
- Sales experience with a focus on customer care and experience
- Excellent analytical skills to interpret contact centre metrics and industry information for performance improvement.
- Ability to summarize, collect, and analyse call centre trends and data for performance reports.
- Proven ability to maintain and improve operational performance through system audits, problem resolution, and quality assurance measures.
- Effective communication skills to build and maintain relationships with internal and external stakeholders.

**Be rewarded for your success with**:

- Flexibility to work from home, any APM office or a mix of both offering work/life balance in an organisation with a clear mission and values.
- Grow your career in Human Services, across multiple global brands and geographies with extensive learning opportunities and networking programs.
- A range of benefits including discounts with major retailers, novated car leasing and corporate health insurance rates.
- Work for a large ASX listed organisation which is focused on delivering positive outcomes to all Australians.

**About APM Group**

We’re a diverse team of over 13,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

**Ready to Join?

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