CSC - Customer Service Team Leader

6 days ago

Mile End SA, Australia ACH Group Full time $90,000 - $120,000 per year

About ACH Group:

For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we're able to create good lives for our customers. With purpose lead roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.

The Role: An amazing opportunity has become available for an experienced Team Leader in our Customer Service Team. This role will see you work with the leading South Australian Aged Cared Provider that has been helping Older Australians Live Good Lives for close to 70 years. Overseeing the Customer Service Team working out of our Mile End office, your new role will see you play a pivotal role as you guide, nurture, and manage a team of 20-25 staff. The team's focus is taking high volume calls to assist customers with information around health funding, support services and assisted living with an emphasis on quality and respect and as such this unique team is looking for a special person to lead them to their full potential.

Hands-on leader overseeing our Contact Centre and a team of Customer Service Consultants. This role is key to delivering an exceptional customer experience, with a strong focus on first call resolution and team performance

What you'll do:

  • Lead, coach and develop a team of up to 15 Customer Service Consultants
  • Drive customer satisfaction ad KPI achievement, including service levels and call handling
  • Ensure respectful, solution-focused interactions with every customer
  • Foster continuous improvements across processes and systems
  • Support compliance with Aged Care Quality Standards and ACH Group policies

Critical to your success, will be your ability to take ownership and accountability and demonstrating compassion and empathy; understanding that our customers have specialised needs requiring high standards of quality and service at all times.

About you:

You must be able to demonstrate a high level of interpersonal skills to engage positively with a wide range of personnel to achieve desired outcomes. You will establish rapport and credibility with a wide range of people using positive and effective personal management skills.

What you'll bring:

  • Proven Leadership experience in a contact centre environment
  • Strong customer service knowledge and a track record of improving results
  • Ability to motivate teams, manage escalations and role model service excellence.

ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum to reduce your tax.

How to Apply: Press 'Apply' now

ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.

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