Team Leader Customer Solutions

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you're set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now's an extraordinary time to work with us. We're taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That's what we call progress. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role

Our dedicated Team Leaders plays a key role within Customer Solutions.

Reporting to Team Managers, this role will see you manage a team of front-line Agents to ensure we deliver outstanding service to our valued customers each and every time.

This role plays an integral part of the ongoing success of our contact centre, whilst leading teams to support our vision of keeping the customer in mind in every action we take. We pride ourselves on our employee engagement, wellbeing and balance in life - you will be integral to ensuring this for your team.

Overseeing a team of approx. 12 - 15 agents, the Team Leader will be responsible for providing and completing regular performance feedback and reviews, daily coaching, development of staff to achieve customer service, sales, and collections targets. Additionally, the Team Leader will be required to analyse performance results as well as determine strategies to improve operational results

This role will see you regularly engage with the Customer Solutions Leadership Team to deliver exceptional operational management whilst identifying and leading change through continuous improvement initiatives that create efficiencies and improved outcomes for customers and employees.

What you'll be doing:
- Developing a team of high performing, highly professional, motivated and engaged Customer Service Representatives- Managing day-to-day service levels nationally- Identifying and implementing appropriate coaching and training strategies and ensure succession and development planning is in place- Assisting with onboarding new staff with the training of systems and processes- Successfully guide the team through change and evolving change management practices- Building and maintaining strong and effective relationships across the business- Ensuring compliance with all relevant legislation through quality monitoring processes- Being a role model and hold others accountable for demonstrating AGL values

About You

You are a passionate people leader, who enjoys leading, coaching and developing teams to drive continued success. You have the ability to drive a high-performance culture, is innovative and think outside the box. You have a strong understanding of performance metrics, coaching and development, leading change and ability to resolve people, operational, technical and customer issues.

What we look for in our Customer Solutions Team Leader:
- Experience in leading teams and inspiring high levels of achievement in a Contact Centre environment is highly desirable- Availability to work on a rotational roster between Monday to Friday 8:00am - 8:00pm & occasional Saturdays between 8:00am - 4:00pm.- A vibrant and energetic personality, driven by your team's success- Outstanding communication written and spoken skills, with the ability to communicate on all levels- Ability to master a fast paced and changing environment

Internal employees will have until midnight Monday 7th November to apply

COVID-19 Vaccination Policy

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
Job Family Group:
Customer Service