Team Leader, TLIS Retail Customer Service

The primary focus of the Service Centre Team Leader is to deliver an exceptional customer experience by coaching developing and mentoring a team of Customer Experience Specialists ensuring call monitoring adherence to TAL customer practices and maintaining a best-in-class quality score.

In addition the role is responsible for collaborating with peers and the Head of Customer Service & Solutions - TAL Retail to continuously improve business practices through a high-performing culture digital innovation and process improvement. Combining strategic thinking with operational support this position is regarded as the most critical operational function within the Customer Contact Team.

In this role you will:

• Lead the teams daily weekly and monthly operating rhythm including team huddles coaching sessions performance reviews and development discussions.
• Monitor calls and provide constructive feedback to ensure quality and adherence to customer practices.
• Drive the transformation from a transactional contact environment to a relationship-based customer experience.
• Build and evolve team capability to deliver a best-in-industry customer experience.
• Manage escalations effectively taking accountability for achieving mutually beneficial outcomes.
• Develop the skills and leadership potential of senior Customer Experience Specialists.
• Support the Contact Centre Manager with administrative tasks and initiatives that foster a high-performing culture.

Qualifications :

• Demonstrated leadership and management / supervisory skills.
• Strong organisational and time management skills.
• High level of attention to detail.
• Excellent personal presentation.
• Delegation skills - able to prioritise accordingly and flexible in handling a variety of tasks.
• Complaint handling - able to resolve problems as they arise in an appropriate manner.
• Advanced word PowerPoint Excel and Outlook.

Additional Information :

TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were proud to be: 

• An Inclusive Employer Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 

• Diversity Champions Member of Diversity Council Australia Australian Disability Network Pride in Diversity and Champions of Change 

• Reconciliation Advocates Read our Innovate Reconciliation Action Plan. 

• We welcome applications from people with diverse experiences perspectives and backgrounds including Aboriginal and Torres Strait Islander people caregivers individuals living with disabilities people from culturally diverse backgrounds and the LGBTIQ community. 

• Need adjustments during the recruitment process Let our team know by getting in touch with us herewere here to support you. 

Yourealwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and valueworking together to find the best solutions for problems. 

As part of the recruitment process there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History Bankruptcy Entitlement to Work Regulatory and Reference Checks. 

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyones responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

Remote Work :

No

Employment Type :

Full-time