Contact Centre Manager

1 week ago

Canberra, ACT, Australia Level Plumbing Canberra Full time $90,000 - $120,000 per year

About Us:

Level Plumbing Canberra has been providing Canberra and surrounds with high-quality plumbing services for more than 2 decades, so what better time to join our team than now, as we celebrate our 25th year

As a member of the Master Plumbers Association, we are proud to be a locally owned company, operating out of Fyshwick and employing around 130 team members.

Explore the Opportunity

The Contact Centre Manager provides leadership and support to the Customer Service Representatives and Dispatch Coordinators to drive customer satisfaction and revenue through the delivery of excellent customer service.

Key Responsibilities

  1. Ensuring the team effectively monitors and responds to inbound calls.
  2. Generate an outbound call schedule to boost sales.
  3. Supervise and train staff on how to convert calls into booked service appointments.
  4. Manage the dispatch function to ensure the right technicians are matched to every job.
  5. Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
  6. Achieve key performance targets.

What We're Looking For:

  1. Proven track record in customer service team management.
  2. Patient, diplomatic leader who understands how to diffuse conflict and convey empathy.
  3. Ability to inspire and lead others to attain company goals.
  4. Highly organised with exceptional follow-through abilities.
  5. Strong verbal and written communications.
  6. Strong customer service ethos.
  7. Demonstrated time management skills and the ability to work independently.
  8. Advanced computer literacy skills including knowledge of MS / Google suite and Job Management Systems (preferably SimPro).

Why Join Us:

  • Competitive salary, incentive and benefits package
  • Opportunity to lead and shape a dynamic team
  • Work with a forward-thinking, customer-oriented company
  • Ongoing training and career development opportunities
  • Be part of a company that values your contributions and growth
  • Dynamic team and office environment

APPLY:

If you are someone who has the experience and passion for leading a team, we want to hear from you

  • Submit your application via the "APPLY" button;
  • Email us at with any questions, or;
  • Call Paul on for a confidential conversation.

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