Job Details
  • Reference396136A_1658939848
  • LocationFrankston
  • SalaryAU$120000 - AU$130000 per annum
  • Job TypeFull Time
  • Posted18 days ago
  • ConsultantCatherine Rockett
Customer Service Team Leader
Permanent Full Time Role
Frankston Location
Salary Package up to 130K

Chandler Macleod are proud to partner with South East Water to assist in sourcing an exceptional Customer Service Team Leader with Customer Experience expertise.

The role of the Customer Service Team Leader is to develop, lead and motivate a team of Works Coordinators and project administrator to manage the day-to-day operations of the contact centre with the aim of resolving customer enquiries at the first point of contact. The Customer Service Team Leader ensures that services provided by the team meet all applicable regulatory service obligations and are continually improved to meet changing
needs.

Key Accountabilities

Customer Experience
  • Manage the workforce to balance high demands and conflicting priorities ensuring customer wait times are minimised and missed calls are decreased.
  • Proactively identify customer pain points and opportunities for improving the customer experience, develop business cases and lead, test, and implement associated changes.
  • Drive a culture of customer centricity through expectation setting, maintaining a high level of service delivery when responding to customer enquiries and ensuring compliance and service level targets are upheld.
  • Provide insights and recommendations for service enhancements following analysis of customer feedback.
  • Ensure South East Water's statutory and regulatory obligations are met in relation to customer service standards and service center activities.
  • Drive for an outcome and a resolution for any complex job or customer escalation whilst providing a positive customer experience, ensuring that the business isn't negatively impacted.
  • Together with the Plumbing Solutions Manager, liaise with the Iota Customer and Project Delivery Manager to ensure sufficient material supplies for planned contractor works and contingencies.
  • Coordinate and lead the scheduling of all plumbing and sewerage activities including dry and wet tappings, general plumbing, sewer clearances and work to maintain optimum capacity and productivity levels.

Team Leadership
  • Ensure that individuals have the requisite skills, knowledge and resources available to undertake the allocated work, while fostering, developing and maintaining team engagement.
  • Ensure consistent high standard of customer service delivery with call quality assessments for the team and provide training in skills required.
  • Define team KPIs and individual goals to drive business performance and achieve business plan targets and hold team members accountable, managing performance and providing feedback and development support.
  • Lead team workforce planning and resourcing to ensure resourcing to meet customer and contractor demand whilst also maintaining required profitability.
  • Identify and recommend changes to increase team productivity and performance, implementing changes as required.
  • Contribute to business planning, revision of service lines, innovative problem solving,market analysis and management reporting.
  • Influence closer, productive relationships between the team and the wider Priority Plumbing, Iota and South East Water businesses.
  • Monitor and report Priority Plumbing team compliance with corporate guidelines, policies and procedures and the quality of data held by Priority Plumbing.

Business Performance
  • Manage all key metrics and reporting for the Customer Service team to ensure optimal performance.
  • Identify and implement changes to ensure business performance targets are achieved including changes to reduce our cost to serve and proactively protect and grow our revenue whilst maintaining quality standards.
  • Capture reportable data accurately and generate reports and dashboards to provide insights on performance, productivity, profitability against targets and forecasting.
  • Lead the development and management of the Priority Plumbing Quality framework which includes procedures, training records, skills matrix, knowledge base and audit performance.
  • Lead the improvement and successful implementation of business processes and systems that drive efficiencies and quality.
  • Process financial transactions and manage related administration processes.

Knowledge, Skills & Experience
  • A tertiary qualification in business administration or similar
  • Demonstrated ability and experience in coaching/leading a team to meet its goals while they maintain enthusiasm and high levels of motivation to achieve business objectives
  • Demonstrated experience in the analysis of statistical data
  • Demonstrated experience in innovation and process improvement
  • Ability to analyse and resolve complex problems
  • Exceptional interpersonal, written and verbal skills.
  • Experience with telephone system

If you are interested to bring you customer experience expertise to a stable business for a long term career, then please apply online TODAY. CM123W