As a Team Leader – Customer Service you will manage one of our busy Customer Service teams who are answering enquiries as they come through our **** number as well as our general email inbox from our participants (carers and people living with a disability across Australia) and NDIS Service Providers.
Drawing on your experience working in a frontline telephony environment you will provide support and guidance to the team as well as managing administration, telephony workflows and queues via the allocation of tasks, monitoring of productivity and amending of Workforce Planning schedules as required.
Your knowledge and experience in customer service excellence will assist in driving positive outcomes for NDIS Participants to meet their goals and drive a culture of effective and efficient problem solving in a complex industry.
Working closely with the Head of Operations and the Senior Operations Manager, you will provide technical support, coaching and guidance to the team, as well as identify, communicate and recommend business processes for continuous improvement in the Plan Partners service delivery.
The Role
Lead your Customer Service Team towards achieving team based and individual KPI's
Manage administration and telephony workflows and queues via the allocation of tasks, monitoring of productivity as required
Identify changes to call and administration trends based on regular and holistic reporting
Provide daily, weekly and monthly reporting administration data and identify areas for efficiency improvement
Manage and resolve customer escalations and complex enquiries in a timely and professional manner
Ensure customer and third-party enquiries are addressed in accordance with the Plan Partners Customer Charter
Support the business in identifying process improvements, initiatives and coordinate and manage the implementation of key operational projects
Regularly review quality, error, compensation and compliance trends and assess training requirements throughout the area and make recommendations to close and knowledge gaps
Review and manage strategies to reduce customer exits
You will bring :
Minimum of 2 years' experience in a Contact Centre Team Leader role
High level people management skills
Experience managing teams to Contact Centre based KPIs
Experience using Amazon, telephony systems, or similar software
A working knowledge of the NDIS would be desirable, but not essential
What we can offer you :
Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform, providing personalised support 24 / 7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
At Plan Partners, we embrace Diversity, Equity & Inclusion, fostering an environment where all differences are valued and respected.
We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.
Please note all successful candidates will be required to undergo background checks, including criminal history, ASIC checks and an NDIS Workers Screening Check if appropriate.
All information provided will be treated confidentially.
We embrace hybrid working and welcome conversations about flexibility.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
#J-*****-Ljbffr