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Customer Service Team Leader
2 weeks ago
**Description**:
**About US**:
Be part of a fast-growing, highly successful global finance business that does things differently. Our finance product portfolio is a mix of established and new products that help hospitality businesses get started and grow. We are genuinely committed to helping our customers achieve their dreams, and we’ve already invested more than $2bn in the hospitality industry globally.
We are excited about our future, and we are really excited about yours
**About This Opportunity**:
In this role you will conduct meaningful coaching and support to develop a high-performance culture, with a customer centric approach to solution providing whilst maintaining performance to Key Performance Indicators.
Through collaboration with the Customer Success leadership team, the Team Leader position strives to identify opportunities for process improvement, demonstrating a flexible mindset, a commitment to continuous improvement and resilience to change.
**Your Role Will Include**:
Manage the daily activities and workload of the team ensuring SLA’s and performance targets are prioritised appropriately and achieved.
Lead, coach & motivate team in an engaging and meaningful way.
Maintain quality of contact, compliance and accuracy through quality observation, performance management & timely feedback.
Actively search for, and recommend improvements driving positive change in process delivering improved performance & collective outcomes.
Assist in various administrative tasks, including but not limited to, reports, strategies for CS, Salesforce Dashboard reporting, Task Management.
**What You’ll Need to Succeed**:
Experience in leading & inspiring a team and consistently delivering to KPI’s.
Experience in managing a fair and consistent approach to performance, coaching & performance management.
Proficient interpersonal skills - liaise, advise and interact successfully with both internal and external customers and stakeholders of SilverChef including escalations, negotiations, influence and contributions.
Highly effective in workload management across voice and written enquiries including planning, prioritisation, problem solving and reporting.
Excellent verbal and effective written skills.
A collaborative team player who is flexible, able to manage multiple priorities at once, has a high attention to detail and can work autonomously when required.
Solid understanding & passion for the hospitality industry.
Experience in Salesforce and ability to learn new technology platforms.
**The Perks**:
**Competitive Salary & Flexibility**: We offer a competitive salary and a range of flexible working options to support a positive work/life balance for all our people.
**Top-Ranked Workplace**: SilverChef ranked #1 Top Inspiring Workplace in Australasia 2024 and among the top ten in the AFR’s Best Places to Work 2024.
**Development Opportunities**: We invest in your personal and professional development, offering ample opportunities for growth.
**Career Progression**: We are a high-growth company focused on career development - 19% of our people were supported to achieve a promotion, secondment, or internal move during FY2024.
**Purpose-Led Culture**: We are a purpose and values-led business where attitude and behaviours are valued alongside performance, creating a vibrant, positive, and supportive workplace.
**Certified B Corp**: SilverChef is a Certified B Corp - part of a global movement of businesses that balance profit with purpose.
At SilverChef, we provide a welcoming environment where everyone can bring their authentic selves to work. We embrace diversity in all its forms - culture, ethnicity, gender identity, and more - because we believe diverse perspectives lead to better decision-making, creative problem-solving, and innovative teams.
