Customer Service Team Manager Team Lead

1 week ago

Melbourne, Australia RACV Full time

**Melbourne, Victoria | RACV CBD Office**:

- **Hybrid working arrangement**:

- **Opportunity to coach, mentor, and lead.**:

- **Discounts on RACV Products and Services**

**The role**

Your leadership and passion will shape our valued inbound phone based Memberline Teams as you lead, coach, and develop customer service professionals.

Utilising your experience in managing high performing, frontline customer service teams, you will be focused on leading and motivating your team in achieving relevant KPIs whilst providing support and training as required. With empathy front of mind, you will create and deliver a sense of connection, collaboration, and high performance.

**A day in the life**

This is a purposeful, multi-facetted role that will:

- Embed brand promise and build a sense of purpose within your teams
- Build a positive team culture and a sense of connection that drives performance
- Celebrate & recognise moments that matter for our people
- Create and lead a coaching culture founded on strong meaningful relationships
- Upskill and provide practical support to Memberline Consultants

**About You**

Your professionalism, energy, and ability to lead by example will keep you on track in this fast-paced environment.

As a proven customer service professional and leader, you will be able to demonstrate your ability to navigate ambiguous and complex matters whilst being self-driven to positively impact the employee and member experience.

You lead with a collaborative style, possess exceptional communication skills and are enthusiastic about your team providing outstanding outcomes and great customer experiences at every interaction.

**We are looking for**

To be successful in this role, you will possess:

- Essential - minimum Year 12 and demonstrated experience in leading high-performance teams within a Contact Centre/Customer Service, environment
- Strong customer service and experience ethics
- Ability to influence stakeholders at all levels and work in fast-paced environment
- Well organised, ability to prioritise workload
- Understanding of applicable legislative obligations, including acts, codes, and regulations relevant to the role

**What we provide**:
You will be based in our CBD which includes:

- Easy access to public transport
- Employee access to our gym
- Onsite Cafe and Barista Made Coffee (within RACV-485 Bourke Street lobby)

We offer a great salary with attractive benefits including leadership and career development opportunities, free roadside assistance, insurance discounts and much more. RACV cares about you and our community. Our Workplace Giving program provides you the choice of how you give to the causes you care about, in ways that work for you including volunteering, donation and fundraising.

**Application process**

You may be asked to participate in a video assessment as part of the selection process.
- Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police checks as a condition of employment._
- How to apply:
- If you have **NOT** registered with our Online Application System, you can begin your Application

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