The Role
We are seeking a proactive Customer Operations Team Leader to lead, coach, and support a team of Customer Service Specialists.
You will be responsible for managing individual team member performance, overseeing daily operations, and driving process improvements to enhance the customer experience.
Key Responsibilities:
* Leadership & People: Manage the performance and development of direct reports through regular coaching, 1-1 sessions, and side‐by‐side support.
* Operational Excellence: Manage team leave requests and ensure shared inboxes are processed according to agreed service levels.
* Compliance & Privacy: Ensure all team activities remain compliant with privacy and PCI requirements.
* Process Improvement: Review and refine existing processes to improve efficiency and the overall customer journey.
* Stakeholder Support: Assist the team with complex complaints and escalated calls from providers or customers.
About You
You are a natural leader who can adapt to change and handle multiple demands with a positive attitude. You are solution‐focused, possess high‐level communication skills, and have a proven ability to manage competing priorities.
To be successful, you will have:
* High level verbal and written communication skills to engage with both internal and external stakeholders.
* Excellent attention to detail and a high level of accuracy.
* Proficiency in Excel, Word, and the Microsoft Office Suite.
* Highly Regarded: An understanding of SAH, CHSP, and NDIS legislation.
* Requirement: Must have completed (or be willing to complete) the NDIS Worker Orientation Module and NDIS Worker Screening Check.
Join the Team
At Lite n' Easy, we value Respect, Trust, and Authenticity. We work collaboratively, support one another, and bring Positive Energy to everything we do.
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