Customer Service Lead

5 days ago

Wembley, Australia Activ Full time

**We are Activ**. We are **Customer Driven**, **Listen Loudly**, we **Dare to Try** and **Deliver on Promises**. As a team, we are a fantastic collection of diverse individuals all coming together to achieve a common goal which is to support those living with disability to live the life they choose.

**If you’re looking for an opportunity where you can really make a difference and our Values resonate with yours, t**hen come join us**

We offer generous benefits such as:
- Salary-sacrificing options up to $18,550 to increase your take-home pay
- Options for work-life balance
- Training through Activ’s RTO
- Various staff benefits from our corporate partners
- Employee assistance and wellbeing program
- An accepting and open environment to work and thrive in while giving back to the community

When successfully appointed, you will receive a ticket into our draw to win a car, holiday or cash valued at $20,000. All staff are eligible to earn additional tickets in this draw by successfully referring others to the Activ team.

**About the role**

The **Customer Service Lead **at Activ, reports to Head of Sales and Development. Leading a small team this role is responsible for creating an exceptional customer experience, being the first point of contact in the customer journey. Driving system-based initiatives to improve data integrity and finding solutions. As a connector of people this role links our customers to Activ’s specialised services to meet their personal goals and needs, as well as linking internal and external stakeholders.

A typical day in the role may look like
- Being the first point of contact for all inbound calls and queries using centralised systems to capture and manage enquiries, ensuring all relevant customer data is captured in Activ systems accurately
- Liaising with internal and external stakeholders to identify upcoming events or opportunities and coordinating Activ’s representation at these events
- Manage Activ’s database of internal and external stakeholders identifying opportunities to enhance customers service offerings
- Accurately gather, collate and report on critical information that supports funder account management and the timely and accurate claiming of services
- Actively seek opportunities to share information and provide feedback in team meetings
- Actively participate in the measurement and reporting on customer satisfaction for continual improvement
- Excellent written and verbal communication with good problem solving skills
- Strong customer centric approach with the ability to triage queries and work towards the best outcome for our customers
- Experience leading a team working towards and setting expectations to deliver on organisational and team objectives
- Previous experience using systems such as CRM’s, MS Excel, phone systems
- WA Drivers licence
- Flexible, adaptable attitude with a ‘can-do’ approach
- National Police Clearance and/or NDIS worker screening check.
- NDIS Worker Orientation Module

**_To deliver the best service for our customers, we strive toward a workforce that reflects the diverse community that we support. We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment._

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