Job Overview
This leadership position entails overseeing a team of customer service professionals in a fast-paced, client-driven environment.
The Role's Key Responsibilities
* Lead and manage a team of 8 client service staff to deliver professional, timely, and accurate support across all touchpoints.
* Oversee inbound enquiries, scheduling of inspections, and coordination with operations/project teams to ensure seamless communication.
* Monitor quote follow-ups and client engagement to maximise conversion rates by providing actionable insights and recommendations.
* Ensure accurate invoicing and compliance with company procedures and regulatory requirements to maintain the highest level of professionalism.
* Provide regular reports to stakeholders on team performance, key performance indicators (KPIs), and client feedback to inform data-driven decisions.
* Drive continuous process improvement and foster a culture of service excellence through employee training and development programmes.
About You
* A proven track record of managing customer service or call centre teams with a strong emphasis on leadership, coaching, and performance management.
* Excellent communication and interpersonal skills with the ability to build strong relationships with internal and external stakeholders.
* Background in construction, building services, or related industries with hands-on experience with scheduling, CRM, or job management systems.
* A commercial mindset with the ability to drive sales conversions and provide strategic guidance to the leadership team.
* Full working rights for Australia with the ability to obtain any necessary permits or licenses.
Culture & Benefits
* Experience with Simpro and Formitize software solutions.
* Track record of improving client satisfaction and service performance in a call centre or client services setting with a focus on delivering exceptional results.