Customer Service Team Lead Role Overview
The Customer Service Team Lead plays a pivotal role in fostering a high-performance team environment, leveraging expertise to drive exceptional service delivery.
Key Responsibilities:
* Lead the team to undertake pre- and post-sales service and support activities, ensuring a consistent level of service excellence.
* Monitor team performance and provide coaching and feedback to support team members in developing their skills.
* Act as a point of escalation for complaints, collaborating with stakeholders to ensure timely resolution in line with agreed standards.
* Work collaboratively with internal stakeholders to achieve customer and business objectives.
* Act as the voice of the customer, sharing customer insights with the broader organization.
* Analyse data to identify opportunities to drive process improvements and enhance customer satisfaction.
* Manage a library of project knowledge to ensure teams are equipped with the latest information to service enquiries.
Requirements:
* Proven experience managing and coaching a customer service contact centre team (ideally within a property-related industry).
* Track record of meeting service and enquiry conversion targets.
* Deep understanding of the customer journey/sales process and a customer-centric approach.
* Excellent stakeholder management skills, working collaboratively to achieve results through influencing, communication, and relationship-building.
* Experience managing change and improving systems/process is desirable.
* Experience with CRM systems, particularly Salesforce, would be highly advantageous.
Benefits:
Stockland offers a range of benefits to its employees, including flexible work arrangements, competitive remuneration, and access to lifestyle, health, wellbeing, and financial services products.
As an Australian-based company, we recognize the importance of flexibility and work-life quality. Our employees enjoy broad experiences to build successful careers.
What We Offer:
At Stockland, we are committed to delivering outcomes that benefit the community at large. We value inclusivity and collaboration, building strong relationships with our employees and customers.
Join us in unlocking community knowledge in a new way.