**Job no**: 588756
**Work type**: Maximum Term - Full Time
**Location**: Brisbane
**Categories**: Customer Service / Contact Centre
- **Contact Centre Team Leader opportunity to mentor and support teams**:
- **Drive a high-performance team culture with talented individuals**:
- **Career development an extensive growth within the Downer business**
We currently have an opportunity for an experienced _Customer Care Team Leader_ to support our Contact Centre team providing leadership and guidance to a team of Customer Care Officers in the Base Service Support Centre.
**Why work for Downer**:
- Training and Development to support your career with us
- Work in an essential service industry
- Access to other Downer internal opportunities
- Continued investment & industry leading research & development into sustainable practices that contribute to the circular economy, delivering on long term urban infrastructure improvements
**About your role**
The Team Leader is responsible for providing leadership and direction to a team of Customer Service Officers in the Base Services Support Centre, including providing ongoing supervision, quality assurance, feedback, performance management, training and mentoring.
The team leader will support implementing changes to roles, process, technology; along with identifying opportunities to improve the customer experience.
You will be required to provide a service during core hours (6:00 to 18:00 local time (QLD & SNSW) and an after-hours support service for all other times.
The Team Leader will work closely with and take direction from the Manager regarding operational requirements of the Customer Contact Team and its functions.
As the role of the Customer Contact Team is maturing, the team may take on new responsibilities over time and therefore, flexibility and the ability to engage positively with change is required.
**Your responsibilities will be as follows**:
- Develop, lead and manage a professional team, setting clear performance expectations
- Build capability in your individual team environment through coaching, providing performance feedback, conflict resolution, and encouraging career development.
- Manage the work across our teams, see opportunities for efficiencies and implement changes that make our work more effective
- Identify, document and escalate issues and risk
- Management of a range of assurance functions
- Manage and prioritise the workloads of lower level staff
- Support on-boarding of new starters and contractors
- Contribute to a high-performing team culture that engages effectivity with change
- Demonstrate positivity and a solution-focused way of working to achieve results
- Support staff to remain resilient when dealing with confronting information and high-volume workloads.
- Build and maintain effective working relationships with internal stakeholders.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insights, aimed to enhance the Customer experience
**About you**
You will have extensive experience in a similar role within a diversified and complex organisation, within a contact centre or customer service environment. You will bring the following skills and experience to the role:
- The ability to work under limited direction to organise workloads, workflows and resources to meet priorities.
- Attention to detail with strong and clear written and verbal communication skills.
- Demonstrated or transferable experience in undertaking and guiding officers in risk assessment using organisational policies and procedures.
- Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture.
- Demonstrated ability to lead a team through changes to their roles, processes and technology; while ensuring quality is maintained.
- The ability to work calmly under pressure and remain resilient and committed.
- The ability to work within the 6am-6pm bandwidth and if required, evenings and weekends.
- Management of teams in a contact centre environment across multiple states, preferably within a public sector environment.
- Experience with Genesys Contact Centre technology or ability to quickly acquire the knowledge.
**Benefits**
- An organisation with a genuine passion for diversity & inclusion
- Competitive remuneration package
- Career development and extensive growth opportunities
- Zero Harm environment with a focus on safety & our people
- Free on-site parking
**This is a great opportunity to join a reputable company, work with an amazing team where you will be given the opportunity to develop your career.**
**.**
**Please note**:
- Screening will commence prior to the closing date
**Downer Group is an Equal Opportunity Employer and encourages indigenous Australians to apply.**
**Who are we**:
Downer Group employs approximately 50,000 people across more than 300 sites, primarily in Australia and New Zealand. Downer