At the Royal Automobile Club of Victoria, we are people who care. We're part of people's everyday lives, making a positive impact in their homes, on the road, and on holidays.
We've built on our roadside history and been there for our customers and members for over 115 years.
Lead Our Customer Service & Sales Team
This is an exciting opportunity to join our team as a Customer Service & Sales Team Leader in Ballarat. Your leadership and passion will shape our valued inbound phone-based contact centre team in one of RACV Hubs.
You'll lead, coach, and develop customer service professionals, ensuring a seamless and consistent member experience.
Your Key Responsibilities:
1. You'll utilise your experience in managing high-performing frontline consultants to lead and motivate your team in achieving relevant KPIs while providing support and training as required.
2. This is a purposeful, multifaceted role that will:
* Embed our brand promise and build a sense of purpose within your teams.
* Build a positive team culture and a sense of connection that drives performance.
* Celebrate and recognise moments that matter for our people.
* Create and lead a coaching culture founded on strong meaningful relationships.
* Upskill and provide practical support to Contact Centre Consultants.
* Variety of work that will help ensure a seamless and consistent customer and member experience, including exposure to OMNI channels.
We're Looking for Someone Who:
* Thrives in a dynamic environment, leveraging professionalism, energy, and strong leadership to excel.
* Fosters customer-centric cultures and drives employee engagement, championing a collaborative approach.
* Has exceptional communication and relationship management skills, committed to delivering outstanding outcomes and exceptional customer experiences.
* Is proactive, solution-oriented, and able to actively listen and understand needs, ensuring effective problem-solving and communication in both verbal and written formats.
To be Successful in This Role, You Will Possess:
* Essential – at least 3 years' experience in an operational management capacity within a Contact Centre/Customer Service, managing a team of staff.
* Desirable – Previous experience in a similar role, with significant experience working in a phone-based customer service environment or omni-channel understanding.
* Intermediate computer skills, including proficiency with Customer Relationship Management systems and other relevant software, will also be highly regarded.
* Demonstrated experience in stakeholder engagement, negotiating, conflict resolution, and building strong and effective working relationships.
* Strong interpersonal skills, with the ability to implement change management processes and influence culture.
* Ability to travel as required for meetings and learning opportunities.
We Offer:
3. A tight-knit team, with a supportive and collaborative culture and exclusive employee benefits, including:
* Great discounts on insurance and accommodation at all RACV resorts.
* Free Basic Emergency Roadside Assistance.
* Ability to support your community with matched giving programs, volunteer days, and team fundraising.
We believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported, and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.
Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.