Customer Service Team Leader

2 days ago

Sydney, Australia Charterhouse Full time

**Permanent role**:

- **Sydney CBD location**:

- **Financial Services Sector**:

- **Previous experience as a Team Leader/Manager required**:

- **$80K + Super**:

- **Start date ASAP**:

- **This role will require criminal history checks.**:

- **Hybrid working**

**About the role**:
We are seeking an experienced Customer Service Team Leader for a permanent role in Sydney CBD. As the Team Leader, you will act as the main point of contact for driving customer experience and quality assurance within the Customer Service Team. You will lead, motivate, and collaborate with colleagues to ensure business expectations are targets are achieved.

As the Team Leader, you will be a key member of the team to lead internal processes, customer delivery management and quality assurance across the team.

**You will be required to**:

- Effective management and monitoring of workflow
- Ensure team members document and track procedures and processes effectively and in line with internal processes
- Use effective and appropriate communication skills in handling all enquiries and ensuring appropriate
- referral and resolution
- Effectively handle member enquiries to minimise disputes and complaints
- Review and monitor team performances and KPI's
- Offer support and guidance to clients and team members
- Review accurate monthly statistics to Customer Operations Leaders
- Monitor team performance, conduct performance reviews and provide feedback effectively
- Effectively motivate and ensure the quality of service in the team is delivered consistently
- Lead with data processing and CRM management
- Oversee Document management systems
- Handling sensitive and confidential data

**About you**:

- Exceptional attitude, communication, and interpersonal skills are key to success in this role
- At least 3-5years Customer service - ideally in Financial Services Sectors
- Experience in managing a team - (desirable)
- Efficient and competent in Microsoft Office suite
- Previous experience in working in the Financial Services Sector would be advantageous
- Exceptional attention to detail
- Fully vaccinated (double)

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