Customer Support Manager

7 days ago

Norwest Business Park, Australia Greenstone Full time

**Customer Support Manager**
**Full Time**
- **_Are you passionate about mentoring, coaching and leadership?_**:

- **_Hybrid work week, growth opportunities, onsite gym and more_**:

- **_A rewarding role providing on-going support to a team of Customer Support Agents_**

Our Customer Support Manager will lead and inspire a team of Customer Support Agents on a day to day basis to ensure that they are fully competent and their performance meets expectations through regular coaching, motivating and training.

The position will also drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.

**What are we looking for?**
- Minimum 1-2 years people leadership experience
- Proven ability to be able to analyse and interpret data to seek performance and business improvement
- Demonstrated ability to be able to lead people through continuous change and ensure buy-in
- Proven capability to build and deliver individual and team performance through guidance and coaching of agents under your leadership and management
- Previous experience within a Customer Service/Sales environment
- The ability to lead a group of people to achieve call centre targets and performance outcomes
- Demonstrated ability to drive, motivate and to provide innovative thinking to solving issues and problems
- Strong communication paired with excellent conflict resolution skills
- Strong attention to detail and high level organisation skills
- Drive, motivation and innovative thinking
- Ability to embrace change in a fast-paced environment
- A proactive nature to enhance current procedures

**Desirable**
- Insurance industry call centre experience
- Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)

**Our Promise to Our People**

We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

- Hybrid work week in office and working from home
- Fantastic employee benefits including flexi days, flexible working, annual $1200 travel/parking allowance & more
- State of the art building facilities including a dedicated & subsidised on-site company café (weekly free lunch) & on-site gym
- Health & well-being initiatives and programs
- Opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, easter show, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

**Who We Are**

We are an innovative company with diverse brands and operating divisions, who work together as one team. We strive to be the best provider of direct financial products by placing customers at the heart of everything we do. We care about what we do and we care about making a positive impact on our community.

We have an inclusive and diverse culture. We work in a positive and energetic environment where you can expect to find professional colleagues, driven to achieve results.

**Location**

Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.

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