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Customer Service Team Lead

2 months ago

Melbourne, Australia NEXTDC Ltd Full time

Company Description

At NEXTDC we are building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.

As an Australian head officed, ASX100 listed company we currently operate 14 data centres across Australia, with future national and international expansion planned.

At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

NEXTDC is where the Cloud Lives, and where AI Thrives.

Job Description

Moving into our Customer Service Team Lead role you will provide day-to-day management for the Customer Service Team in their respective region and be a friendly and efficient first point of contact for all visitors to our facilities.

As our Customer Service Team Leader you will also act as the first escalation point for all matters relating to the team, facility, service requests and incident management to ensure the highest standards of customer satisfaction are achieved. Championing this role, you will also be responsible for managing front of house relations across multiple sites.

Some of the tasks you’ll be responsible for:

  • First-line people management across multiple sites – regular 1:1s, constructive feedback, identifying and resolving any performance issues, performance reviews, etc. 
  • Manage last minute shift changes, sourcing solutions to cover unplanned leave  
  • Ensuring adequate resourcing of staff, manage leave requests and design and manage the staff roster 
  • Managing front of house across multiple sites 
  • Acting as the first point of escalation for your team, providing efficient and effective resolution to issues  
  • Continuous improvement reviews for processes and best practices.

Qualifications

You thrive working in a collaborative team environment, but you're also able to work autonomously, taking ownership and accountability for all aspects of your role. You're also adaptable and cope effectively with complexity and change. You're always thinking outside the box to determine ways in which you can provide a world class experience for our customers.

  • Previous Team Leading experience within a customer service environment
  • Demonstrative knowledge and understanding of our incident management procedures and Facility Rules  
  • Proven ability to support our critical infrastructure escalations as required to the appropriate support team 
  • Ensure accurate recording of all information and carrying out audits of records 
  • Must be an Australian Citizen for Security Clearances and eligible for NV1 clearance

Additional Information

  • Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy
  • Join an inclusive, diverse and values-driven working culture supporting hybrid work practices
  • Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
  • Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move. 

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