Team Leader
Team Leader
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Job Alert
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Job Description
The Opportunity
Join our team and represent a Federal Government agency that provides essential services and supports to over 600000 Australians living with a disability.
Reporting to the Operations Manager youll motivate lead and develop a team of 15 Customer Contact Officers (CCOs) delivering essential services to the Australian community. Youll drive operational efficiency foster a positive culture and ensure exceptional customer experiences. Drawing on your proven record of managing performance particularly in a contact centre environment youll motivate guide and develop your team to consistently excel.
What will you do
Youll support Customer Contact Officers in making a positive impact on the lives of people with disabilities by:
- Supervising motivating & coaching CCOs to ensure the work we do reflects our core values and meets quality and customer service expectations and standards
- Taking a proactive and people centred approach to coaching and performance management
- Cultivating a positive inclusive team environment that values diversity
- Managing workloads to fulfill client Service Agreement requirements
- Identifying and implementing efficiency and productivity improvements
- Handling objections deescalations and challenging calls professionally
- Taking ownership of customer outcomes and resolving complex issues effectively
Does this sound like you
Were looking for someone who:
- Excels at building trusting relationships
- Demonstrates clear concise and effective written and interpersonal communication skills
- Uses critical thinking sound judgment and effective decisionmaking
- Can prioritise workloads effectively
- Can train mentor motivate and develop team members
- Brings previous leadership experience ideally in serviceoriented roles
Perks and Benefits
We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career including:
- 100 work from home or the potential to work from our Dandenong contact centre (VIC)
- Access to our extensive benefits including our rewards and discounts program
- A friendly and diverse team with inclusivity and care at the heart of everything we do
- Access to Sonder our 24/7 Employee Assistance Program
The Ts and Cs
To work with Serco youll also be required to:
- Complete a preemployment check including relevant security and Police clearance
- Have a safe and secure location to work from (i.e. a home office photographic evidence required)
- Provide evidence of Australian citizenship (Australian Passport Australian Birth Certificate Proof of Citizenship)
- Complete a skills assessment so that we can learn more about you whilst you learn more about the role.
- Attend an information session that describes what its like to work in a virtual contact centre
Diversity and Inclusion
We are a workplace that actively advocates and welcomes people with disabilities. Were committed to providing accommodations to ensure a comfortable and productive work environment for everyone. All applicants including people with disabilities are encouraged to express interest and share their unique requirements with us.
Employment Type
Full-Time
