Customer Service Team Leader Job Opportunity
This role is a fantastic chance to lead and inspire frontline teams, driving customer obsession and performance excellence. As a key member of the team, you will be responsible for delivering brand propositions and driving continuous improvement across customer service operations.
* Lead, coach and motivate a team of specialists to achieve individual and team goals, leveraging best practice coaching techniques such as the Ethos approach.
* Connect team members to the company's purpose, strategy, and brand identity, promoting a culture of accountability and ownership.
* Drive productivity and reduce waste through targeted initiatives and process improvements.
* Embed a mature risk culture and proactively manage issues to protect customers and the business, ensuring regulatory compliance and minimizing exposure.
* Manage performance and conduct, ensuring adherence to established company processes and procedures.
* Lead change initiatives across productivity, brand offerings, risk, compliance, and people, fostering a culture of adaptability and resilience.
Your Skills and Qualifications
* Experience in leadership, coaching, and mentoring, with a proven track record of success.
* Able to lead in hybrid working environments, promoting flexibility and work-life balance.
* Strong interpersonal and communication skills, with the ability to build and maintain relationships at all levels.
* High resilience and ability to build resilient teams, navigating ambiguity and uncertainty.
* Advanced coaching skills and ability to influence, with a strong focus on development and growth.
* Proven capability in managing change, with a solid understanding of the ADKAR model and its application.
* Strong problem-solving, time management, and prioritisation skills, with a focus on efficiency and effectiveness.
Your Benefits Package
* A range of flexible working and leave options, designed to support work-life balance and promote employee well-being.
* Discounts and offers on retail favourite stores and insurance products, providing additional financial benefits and rewards.
* The opportunity to give back to the community, with payroll giving, donation matching and paid volunteer leave.
* An investment in your future, with ongoing study support and career development programs, helping you to grow and succeed.
* A robust employee assistance program and dedicated employee council, prioritising your mental health and wellbeing.