Adelaide Customer Experience Team Lead

NHP; Adelaide; Vor Ort; AUD 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Employee Assistance Program

Novated Leasing

Discounts on corporate healthInsurance

Paid parental leave

Zusammenfassung

NHP is seeking an experienced Customer Service Leader for an Adelaide-based role to lead a team of 7 Customer Service Consultants, strengthen service performance and directly impact the customer experience. Reporting to the Melbourne-based Customer Experience Manager, you will guide daily activity and priorities to ensure consistent service delivery.

You will lead seven CS Consultants, building capability and creating practical ways to make service easier for customers and internal stakeholders.

Qualifikationen

• Proven experience leading people in a customer service, contact centre or operations environment.
• A practical improvement mindset, with the ability to support better service outcomes and easier ways of working.
• The maturity to lead independently, prioritise effectively and keep the team moving without day-to-day onsite management.
• Strong communication skills and the ability to build trust with customers, internal stakeholders and your team.
• Confidence using data, reporting and customer insights to support better decision making.

Aufgaben

• Lead, coach and support Customer Service Consultants to deliver consistent service outcomes.
• Set clear expectations through regular one-on-ones, feedback conversations and performance discussions.
• Guide complex escalations with clear ownership, timely communication and practical problem solving.
• Use service insights to identify opportunities for improvement.
• Simplify service practices, work instructions and ways of working to reduce friction and improve efficiency.
• Plan team coverage and resourcing so customer demand is met and the team is set up for success.
• Support customer service projects by coordinating actions, monitoring progress and communicating outcomes to relevant stakeholders.

Kenntnisse

People leadership

Coaching

Communication

Data-informed decisions

Jobbeschreibung

NHP is seeking an experienced Customer Service Leader for an Adelaide-based role to lead a team of 7 Customer Service Consultants, strengthen service performance and directly impact the customer experience. Reporting to the Melbourne-based Customer Experience Manager, you will guide daily activity and priorities to ensure consistent service delivery.

You will lead seven CS Consultants, building capability and creating practical ways to make service easier for customers and internal stakeholders.