Customer Service Team Leader

2 weeks ago

Melbourne, Victoria, Australia Opteon Full time

About us:
Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period of growth and change, positioning the company as one of the most prominent property services providers. Our future growth strategy is for organic growth, diversification and international expansion.

About The Role:
Reporting to the Customer Experience Manager, as the Team Leader, you will lead a team responsible for engaging with customers, lenders, banks, Valuers and other key stakeholders to progress valuations to completion and resolve enquiries.

As the Team Leader you will be responsible for the training and management of all roles within the Customer Service Team including coaching and performance management, people capability development, recruitment, and target setting. You will also manage Quality Assurance, WIP and complex escalations.

About you:
We are seeking a Team Leader who has vast customer service experience, ideally in a high-volume contact centre environment. In addition, you will have:

- Demonstrated experience working in a Team Leader role in a Contact Centre environment OR demonstrated Team Leader competencies in your current role
- Foundational understanding of contact centre operational capabilities - business processes, workforce management, training, quality, coaching, team engagement, performance management, performance metrics and reward and recognition
- Strong leadership and coaching skills, with the confidence and ability to have difficult conversations
- Ability to manage and lead teams through periods of change
- A focus on first point resolution
- High level of integrity and accountability
- Strong technological and communication skills

What we offer:
We offer rewarding careers for outstanding individuals, a positive and inclusive culture and the distinct opportunity for high performers to develop professionally. This is your opportunity to be a part of Opteon and its ongoing success.

How to apply:

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