THE ROLE
An opportunity for a highly personable Team Leader to lead customer service resolution team to assist in providing customer satisfaction through case management, KPI management and agent improvement coaching.
Key Responsibilities:
- Leading the team to be responsible for the provision of a high quality customer service across a range of simplex and complex services
- Engaging the team of up to 20 members within 7 line of businesses
- Managing individual and team performance using performance management tools
- Discussing the development needs of each team member and take the appropriate actions to ensure staff are able to fulfil their job requirements
- Decision making in order to provide resolution to customer based on company policy & Australian Consumer Law
- Providing regular and timely communication to staff to ensure that staffs are aware of all matters which may affect them
- Providing 1 on 1 meetings with team members to outline areas of success and improvement
- Rostering and approving of all staff timesheets
ABOUT YOU
- Minimum 2 year's experience as a Team Leader in a high pressure environment
- Proficiency with MS Office applications especially Excel
- Ability to prioritise tasks and take initiative at work
- Good work ethic and a commitment to customer service improvements
- Excellent people skills and the ability to engage stakeholders and build relationships