Team Leader, Contact Centre
2 weeks ago
Company Description
**Creating a brighter future for all**
Join Griffith University's Student Connect team. They provide administrative support and services to students across the lifecycle, from admission to enrolment, fees management, timetabling, and examination management to graduation. (8.30 - 4.30, five days per week).
A network of 3 campus-based Student Centres provides front-line inquiry services to undergraduate and postgraduate coursework students. Student Connect also provides business leadership for the University’s suite of student systems and e-service solutions.
**Job Description**:
- Manage a range of enquiry escalations from multiple channels, at times dealing with complex issues.
**What we offer**
- This is a continuing, full-time position based at the Nathan Campus. As Griffith is a multi-campus University you may be required to work across other campus locations.
- Base salary of HEW Level 7 range, $93,854 - $101,680 per annum + 17% superannuation. The total FTE package will be in the range $109,809 - $118,966 per annum.
**Qualifications**:
**About you**
- Demonstrated team leadership experience within a busy and fast-paced environment, like that of a call centre / contact centre.
- Collaborate and foster positive relationships with key stakeholders.
- Your experience must include such skills and knowledge in people development areas such as performance management.
- Highly motivated and enthusiastic professional with exceptional customer service skills and a passion for providing such.
- Have excellent communication skills, a commitment to providing high-level customer service and the ability to multi-task, prioritise, are solution driven and provide accurate advice in a busy environment. Conduct system surveillance to identify opportunities for business process improvement.
- Experience in working across multiple software and platforms and ensure a high quality of service.
Additional Information
**Why join Griffith?**
As a values-led organisation, at Griffith University, we've worked hard to create a dynamic and strong organisational culture. We support the professional and personal development of all our employees and invest in the skills of our people. We offer:
- Flexible working options and a supportive work environment.
- Salary packaging options and corporate health discounts.
- Generous leave entitlements including paid parental leave and leave loading.
- Support with future learning opportunities through our educational staff assistance scheme.
Griffith University values diversity, inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. For more information please visit our Equity, Diversity and Inclusion page.
**How to apply**
- Referring to the “**About you**” section of this advert, please submit a covering statement (not more than 1 page) outlining your suitability for the role.
- Current curriculum vitae, including name and contact details.
Follow this link for the (**position description**). **Note**: The Griffith University job title for this position is **Team Leader, Student Connect
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