Customer Service Team Leader
Customer Service Team Leader
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Job Description
Be challenged and imagine with us
As the Customer Service Team Leader youll play a key role in coordinating the daytoday work of our Customer Service Officers and ensuring the delivery of highquality efficient service to our student residents.
This is a handson role in a fastpaced environment where your ability to stay calm under pressure and lead with empathy will make a real difference to the resident experience.
In this role you will:
- Lead and support a team of Customer Service Officers ensuring a consistently high standard of service to student residents.
- Contribute to the review improvement and implementation of customer service processes and systems.
- Help create a safe friendly and welcoming environment providing calm and pragmatic support when issues arise.
- Oversee the coordination of transactional processes and systems across the team.
This continuing position is full time and will be located at the Callaghan Campus (Awabakal land).
How will you inspire us
You will have:
- Demonstrated highlevel customer service skills with experience supporting customers both facetoface and over the phone.
- Proven ability to be a leader in a fastpaced highpressure environment staying composed and helping others manage stress effectively.
- Excellent problemsolving and communication skills with a practical approach to resolving issues and supporting team wellbeing.
What we offer
The remuneration for this position isfrom$80972 to $%superannuation and is commensurate with skills and experience.
In addition to working for a university that is breaking boundaries discovering new ways of thinking and cementing a place as a global leader we offer a range of benefits to our employees to ensure you balance your commitments stay healthy and work effectively.
These include:
- 17 super and salary packaging.
- Additional University Holiday days generous personal life and parental leave annual leave loading and additional purchased leave scheme.
- Discounts on private health insurance gym memberships software travel and more.
- A range of support and wellbeing programs.
For more information on benefits and conditions please follow this link.
About our University
The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a worldleading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence equity engagement and sustainability.
Your next steps
Important information before you apply:
- If viewing this on a job board other than the Universitys please click Apply (or equivalent) to reach the Universitys website where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
- Due to the nature of this role the University may require the preferred candidate to undertake further preemployment checks.
- Applications for this position will only be accepted from those with Australian residency or a valid work permit.
Your application:
Your application must include:
- Your resume.
- A cover letter outlining your motivation to apply for this opportunity.
- A statement addressing the Essential Criteria listed below (these may differ slightly from the Position Description please only respond to the below in your application).
- Completion of an associate diploma level qualification in Business Administration Customer Service or related field with relevant work experience; or a certificate level qualification with postcertificate relevant work experience; or an equivalent combination of experience and/or education/training.
- Demonstrated experience providing high level professional customer service in a complex and busy office whilst showcasing strong communication and interpersonal skills.
- Proven leadership capability including the ability to lead casual staff to deliver exceptional performance/outcomes.
- Demonstrated ability to operate effectively under pressure including accountability time management and organisational skills with the ability to manage multiple tasks simultaneously and meet deadlines without compromising accuracy or customer service outcomes.
- Ability to make sound decisions within your sphere of responsibility and take responsibility for delivering to plan and on may include embracing change in response to new initiatives strategic direction or external requirements.
- Demonstrated leadership by engaging in open communication with colleagues respecting their input and working collaboratively.
Please upload your Cover Letter and response to the requested Criteria as one PDF document. This document should not exceed 3 pages.
We value diversity and strive to ensure that our recruitment processes are equitable inclusive and barrierfree. If you require an alternative pathway to view the Position Description or to submit an application please reach out to
We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process.
Contact Us
For specific position enquiries please contact Jess Rokobaro General Manager Student Living onor via email at
Having technical difficulties Please reach out to us: Please note we do not accept email applications.
Closing date:Tuesday 29 April 2025 at 11.59pm AEST
We are excited to beLooking Aheadwith you
We provide opportunities for all people regardless of their background and experience and this philosophy is reflected across all that we do.
The University of Newcastle is an equal opportunity employer committed to equity diversity and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.
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Employment Type
Full-Time
