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Client Services Team Leader

2 weeks ago

Canning Vale, Australia APM Full time

Forget everything you know and expect about leading a customer service team. This is an environment where you’ll lead with passion and with a balance between customer experience and performance. Where your team are not held to call volume and time KPIs but instead focus on quality interaction outcomes and ensure delivery of a quality experience for our clients.

**What your day looks like -**:
You will be leading a team of customer service officers working with our APM Assessment Services group, being part of the leadership team delivering a workplace where everyone can thrive, supporting older Australians to live a meaningful independent life at home through the services that we offer.
- Provide clear direction and mentorship, ensuring each team member achieves their goals through ongoing training and development.
- Using your understanding of field workforce scheduling to coach your people, combined with the ability to problem solve to achieve utilization performance metrics.
- Monitor and actively manage CX performance metrics, offering timely feedback and addressing training needs.
- Motivate and empower your team to exceed expectations and achieve personal and professional growth.
- Use your expertise to support your team members on how to handle challenging or complex conversations.
- Uphold compliance with policies and legislation, while fostering a culture of collaboration and continuous improvement.

**What you will bring along -**:

- Customer Service leadership experience (call centre experience not essential)
- Leadership skills with a focus on team development and performance improvement
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and the ability to handle challenging situations with professionalism.
- Ability to thrive in a fast-paced environment and prioritize tasks effectively.

**What we will do for you -**:
**National opportunities to move and grow**

Joining APM would make you part of a team of more than 10,300 people in 11 countries, helping people of all abilities thrive in independent and fulfilling lives. It’s also a place where you can thrive, with outstanding career progression and development opportunities all while doing work that has a positive impact on others.

**Convenient location**

You’ll enjoy all the amenities of our modern office space and the convenience of being located in Canning Vale with onsite parking and easy access to shopping, transport and meal options.

**Hybrid working**

This role is majority office based with flexibility to work from home to ensure the balance of work & life

**Your weekends, are yours**

This is a full-time role, working across a rotating roster with other leaders across Monday to Friday, with hours between 8am and 6pm. We can work with you to plan hours that suit your needs.