Customer Service Leader
We are seeking an experienced leader to manage our front-line customer service team. The ideal candidate will have a proven track record of delivering exceptional customer experiences and leading high-performing teams.
Job Description
The Customer Service Manager will be responsible for developing and delivering effective front-line customer service functions, leading, supervising, supporting, and mentoring a team of customer service agents in accordance with the organization's operating model and values.
* Develop and deliver effective front-line customer service functions;
* Lead, supervise, support, and mentor a team of customer service agents in accordance with the organization's operating model and values;
* Coach the team to grow their skills and capabilities;
* Set KPIs for the team and monitor performance;
* Proactively ensure ongoing compliance, achievement of business targets, professional development, and performance of all team members;
* Manage staff performance including regular supervision, annual appraisals, and performance management;
* Manage Team adherence to Quality Management Framework, ensuring an understanding of Aged Care Standards.
Required Skills and Qualifications
The ideal candidate will possess:
* Current qualification in a health-related discipline or business administration;
* At least 3 years' experience in a high-volume contact centre environment, leading teams through change;
* Understanding of complex customer service environments - ideally in the health or aged care sector;
* Strong interpersonal and verbal/written communications skills and the ability to develop relationships with internal and external stakeholders;
* Understanding of modern technology suites and tools in contact centers, including IVR, CRM systems, softphone, and call management data analytics;
* Passion and commitment to Aged Care and the desire to 'make a difference';
* The right to work in Australia;
* Current National Police Clearance or willingness to obtain;
* Proof of Covid Vaccination;
* First Aid and Current CPR highly desirable.
Benefits
As a valued member of our team, you will enjoy:
* A role with true purpose: making a difference in people's lives every day;
* Benefits & perks: we offer discounts to a broad range of brands;
* Opportunity to grow: we provide up-skilling opportunities, training, and networking;
* Flexibility: work within an organisation that is leading the way in providing care to older Australians;
* Supportive team with positive culture.