Customer Service Team Leader

**About us**

**Since 1992, Device Technologies has been dedicated to improving patients' lives through leading edge technology and services, **supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

**The opportunity**

This exciting role will provide leadership for a passionate and talented group of Customer Service Coordinators while ensuring they constantly meet our customers' expectations. The Customer Service Team Lead will work closely with internal and external customers to identify, define, prioritise and drive plans that will bring efficiency and effectiveness to the overall business processes.

Key responsibilities include but not limited to:

- Monitor and supervise the daily tasks and functions of the Customer Service Team
- Key point of contact for all internal and external customer complaints, escalations and issues
- Provide leadership, coaching and mentoring for all Customer Service team and the broader Customer Service Team as required
- Recruitment and selection of staff
- Management of induction program for direct reports and ongoing training and development
- Monitor staff performance against established KPIs
- Work collaboratively to remove roadblocks and create good synergies in a cross functional environment

**About you...**

At Device Technologies, we succeed through our commitment to four key values:
**Delivering Innovation** - We encourage and reward fresh ideas and are committed to supporting our people to make change.

**Seeking Collaboration** - We support each other in our combined mission to help others achieve their goals.

**Taking Ownership** - We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.

**Practising Good Business** - Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.

We are looking for a self starter who can lead the Customer Service Team through proper coaching, training and clear communication to join our Team in Belrose, New South Wales.

You are a talented, enthusiastic, and professional individual with excellent communication and stakeholder skills, strong attention to details, and the ability to work both autonomously as well as be a part of a team.

**Experience required**:

- Minimum 2 years' experience in a similar role
- Excellent communication skills (written and oral)
- Excellent people skills
- Ability to work well under pressure
- Ability to multi-task with a high level of problem solving skills
- Flexibility to work within the span of hours, 8 AM - 5:30 PM from Monday to Friday
- Ability to cover the after hours on call lines
- MS Office skills
- Previous experience with ERP systems and processing of purchase orders in a busy industry
- Excellent communication skills both written and oral

**Interested?**

At Device Technologies we are motivated by the opportunity our equipment provides to change people's lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
- It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer._