Our client is an energy provider based in Southbank who are seeking an experienced Customer Service Team Leader to oversee their customer service and complaint resolution function, ensuring high service standards, strong team performance, and operational efficiency.
Reporting to the Executive General Manager, you will lead and develop a high-performing team while driving continuous improvement initiatives to enhance customer experience.
Key Responsibilities
* Lead, coach and develop the customer service team
* Monitor performance against KPIs and SLAs
* Manage escalations, complaints and complex customer queries
* Oversee call queues and daily workflow allocation
* Conduct performance reviews and provide ongoing coaching
* Generate and analyse performance reports
* Identify process improvement opportunities and drive operational excellence
About You
* Leadership experience in customer service
* Energy retail experience highly regarded
* Strong dispute resolution and problem‐solving skills
* Excellent communication and relationship‐building ability
* Strong reporting skills and proficiency in Microsoft Office
* Proactive, analytical and able to manage competing priorities
If you're a hands‐on leader who thrives in a fast‐paced environment and is passionate about delivering exceptional customer outcomes, we'd love to hear from you.
How to Apply:
Please submit your resume and cover letter outlining your relevant experience and suitability for the role. Press the \"Apply Now\" button or contact Kayla Densley on .
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