Customer Service Team Leader

Job Title: Customer Service Team Leader
Contract Type: Permanent
Location: St Leonards, New South Wales
Salary: Bonus
Start Date: ASAP
Reference: 180926_1517291874
Contact Name: Sarah Magill
Contact Email:
Job Published: January 30, 2018 16:57

Job Description

About the company:

This is a rare opportunity for an experienced customer services team leader to join this busy and vibrant team and have the opportunity to really contribute to continued improvements and to mentor and manage a growing team of customer service professionals. The company is a highly regarded insurer with a commitment to ethical practices and providing the highest level of service to their customers.

The role:

  • To effectively manage, lead, coach and mentor a team of inbound customer services consultants, assisting and motivating them to meet team targets and KPI's and deliver a high standard of service to existing customers
  • Conduct regular review and performance appraisals, provide development plans and assist with individual goal setting
  • Effectively communicate with team regarding new developments, strategies and improvements in process to ensure continued compliance and system enhancements
  • Workforce planning, roster management, management of absenteeism and resourcing through peak periods
  • Handling customer escalations and approving any discretionary payments
  • Quality review and ensuring service level standards are met, ensure database adherence and audit procedures followed
  • Actively encourage and contribute towards building a positive team culture, develop and make recommendations for continued improvement

Skills & Experience:

  • Minimum 12 months experience as a team leader within a contact centre environment in addition to a demonstrated background meeting and exceeding KPI's within a customer services role, insurance or financial services experience highly desirable but not essential
  • Experienced within staff coaching and leadership, mentoring and training of staff
  • Ability to gather information, assess and identify opportunities for improvement and make recommendations, strong influencing skills
  • Excellent written and verbal skills
  • Ability to work under pressure and lead by example

This is an outstanding opportunity to join a leading institution that has an excellent reputation for investing in personal and professional growth and development of their staff. Don't miss this opportunity!

For more information, please call Sarah Magill at (02) 8247 5719 or apply via the link below

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