Customer Service Team Leader

Why Smart?

Look forward to working with Australia's leading and most trusted provider of Employee Management Services, making the benefits of salary packaging, novated leasing, and fleet management readily available to employers and their employees.

Working at Smart offers more than a job. It is a dynamic workplace that matches the enthusiasm for the work you do and ambition for an exciting fast-paced career. We have all been hired for a purpose and a reason.

Every day you will be part of a team that helps support fellow Australians - many working in essential services, corporates, government, and not-for-profits - to take home more money in their pay packets.

Do you have what it takes to become a Customer Service Team Leader?

We are seeking a dynamic and experienced Customer Service Team Leader to lead our Autopia customer service team. This role is pivotal in driving operational excellence, team engagement, and delivering exceptional customer experiences aligned with Smartgroup's values.

Key responsibilities:

• Lead, mentor, and support a high-performing customer service team, fostering engagement, development, and accountability.
• Conduct regular performance reviews, coaching sessions, and team meetings to drive productivity and team growth.
• Manage team allocations, recruitment, and onboarding in alignment with resourcing plans and business needs.
• Oversee service delivery to ensure all SLAs are met, authorising payments in line with policy and service agreements.
• Promote client retention through proactive service and consistently high CSAT scores.
• Maintain professional and positive customer interactions, ensuring satisfaction is a top priority.
• Identify and resolve service issues, implementing improvement actions and process enhancements.
• Support the rollout of new products and services, managing their impact on customer service levels.
• Lead and contribute to projects aimed at improving productivity and customer experience, applying project management principles to drive initiatives forward.

Who you are:

• Minimum 3 years' experience leading teams in a contact centre or administrative environment.
• Proven ability to coach, develop, and inspire teams.
• Strong interpersonal and relationship management skills.
• Effective resource planning and operational management.
• Excellent verbal and written communication skills.
• Experience contributing to large-scale projects and working with customer contact technologies.
• Experience in Salary Packaging and/or Novated Leasing will be preferable.

What's in it for you?

Smart team members enjoy a range of benefits designed to support flexibility, wellbeing, reward, and growth:

• Smart Leave, an additional week of leave each year
• Free lunch every week
• Up to 20 weeks Paid Parental Leave with superannuation contributions and a Return-to-Work Bonus
• Make a Difference Days – paid days off to volunteer for the community and environment
• Discounted retail vouchers
• Salary packaging and novated leasing benefits (of course)
• Free flu vaccinations
• Employee Share Plan

Grow with Purpose

At Smart, we're driven by purpose and performance. We support individual and team growth via varied learning opportunities, open communication, and leaders who work to get the basics right – quality and regular one to ones, clear goals and success metrics, and growth conversations.

Show us you have what it takes

If this sounds like the opportunity for you and you have something to offer, we'd love to hear from you. APPLY ONLINE today.

Our Talent Acquisition team will be in touch to discuss next steps. If you require any adjustments to the recruitment process or are seeking part-time work, let us know—we're here to understand.

Our Commitment to Diversity and Inclusion

We're committed to Equality, Diversity and Inclusivity. We welcome all people to join our team — including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, people who identify as LGBTQ+, all gender identities, people of any socioeconomic status, age, race, national origin or ethnicity.

We're proud to hold diversity and inclusion accreditations, including:

• WGEA Employer of Choice for Gender Equality since 2019

• DCA Inclusive Employer 2023–2024

• Member of Reconciliation Australia's RAP network with accreditation for Smartgroup's Reflect Reconciliation Action Plan

Please note: all successful candidates will be required to complete background checks including a police clearance prior to confirmation of employment. Candidates must have unlimited Australian work rights to be considered for this role.

Respectfully, no agencies please.