Job description
An opportunity has arisen for a driven Customer Service Team Leader to join a leading-edge utility organisation overseeing the Priority Plumbing team. This particular organisation located in the South-eastern Suburbs of Melbourne has established an exceptional reputation delivering on quality and top tier customer service.
As a Customer Service Team Leader and a key member of the team you will develop, lead and motivate a small team of coordinators and administrators and will manage the day-to-day operations of the contact centre with the aim of customer resolutions.
Reporting to the Priority Plumbing Manager your responsibilities will include:
- Manage and oversee the team of 4 Coordinators and 1 Administrator
- Manage the workforce to ensure customer wait times are minimised and demands are met
- Identify opportunities for improvement in both internal process and customer experience
- Lead by example of exceptional customer service delivery and compliance
- Ensure statutory and regulatory obligations are met
- Coordinate and lead the scheduling of all plumbing and sewerage activities
- Mentor, develop and support team
- Define teams KPIs and individual goals
- Lead workforce planning and resourcing requirements
- Identify opportunities to increase team productivity and performance implementing change as required
- Contribute to overall business planning, market analysis and reporting
Skills required:
- Tertiary qualification in business administration or similar
- Demonstrated ability and experience in coaching / leading a team
- Demonstrated experience in the analysis of statistical data
- Demonstrated experience to deliver strategic goals into operational outcomes
- Exceptional customer service delivery
- Demonstrated ability to communicate (written and verbal) with impact
- Previous experience within customer service teas
- Ability to build strong internal working relationships
- Previous plumbing industry experience would be highly advantageous
Benefits:
- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- Great learning and development opportunities
- A great culture working in a team with a strong work ethic and collaborative nature.
- Enjoy modern office facilities with panoramic beachfront views.
- A range of benefits including free on-site parking.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.