Aspiring Team Leader: Customer Support Coach

H&R Block, Inc.; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Leadership development opportunities

Support from experienced contact-cent​

In-office role at Moonee Ponds

Job summary

H&R Block in Moonee Ponds is seeking an experienced contact centre professional stepping into leadership as Assistant Team Leader. The role blends customer service with daily leadership support in-office, reporting to the Team Leader and Contact Centre Manager, guiding the team toward high service standards and client satisfaction.

You will both manage daily operations and step into Team Leader duties when required, with a rotating roster Monday to Friday 8:30am–7pm and Saturdays 8:30am–3pm

Qualifications

• Experience in a contact centre or high-volume customer service environment.
• Clear, professional communication.
• Enjoys supporting and bringing out the best in others.
• Calm and solutions-focused under pressure.
• Able to balance leadership with inbound/outbound calls.
• Reliable, organised, able to manage competing priorities.
• Leadership, coaching or mentoring experience is valued.

Responsibilities

• Support the Team Leader with the daily operation of the Contact Centre.
• Provide guidance, assistance and real-time support to consultants.
• Handle both inbound and outbound client calls.
• Assist with managing call queues, workloads and daily priorities.
• Monitor team performance and help consultants achieve service and productivity targets.
• Provide constructive coaching and feedback.
• Assist with escalated or complex client enquiries.
• Promote a positive, respectful and collaborative team environment.
• Step into the Team Leader role when required.
• Ensure company procedures and service standards are consistently followed.
• Rotating roster Monday to Friday 8:30am to 7pm; Saturdays 8:30am to 3pm until Oct 31.

Job description

Are you an experienced contact centre professional ready to take the next step into leadership?

We are seeking a motivated and supportiveAssistant Team Leaderto join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.

About the role

As Assistant Team Leader, you will:

• Support the Team Leader with the daily operation of the Contact Centre
• Provide guidance, assistance and real-time support to consultants
• Handle both inbound and outbound client calls
• Assist with managing call queues, workloads and daily priorities
• Monitor team performance and help consultants achieve service and productivity targets
• Provide constructive coaching and feedback
• Assist with escalated or complex client enquiries
• Promote a positive, respectful and collaborative team environment
• Step into the Team Leader role when required
• Ensure company procedures and service standards are consistently followed
• Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st8:30am to 3pm.

About you

You will be someone who:

• Has experience working in a contact centre or high-volume customer service environment andinterested in developing or continuing a career in leadership
• Communicates clearly, professionally and confidently
• Enjoys supporting and bringing out the best in others
• Can provide feedback in a constructive and encouraging wayRemains calm and solutions-focused when handling challenging situations
• Is comfortable working toward performance and service targets
• Can effectively balance leadership responsibilities with taking inbound and making outbound calls
• Is reliable, organised and able to manage competing priorities
• Contributes positively to team culture
• Previous leadership, coaching or mentoring experience will be highly regarded.

What we offer

• An opportunity to develop your leadership capabilities
• Ongoing support from experienced Contact Centre leaders
• A varied role combining customer service, coaching and team support
• A collaborative and supportive working environment
• The opportunity to make a genuine contribution to the success of the team and the experience of our clients
  

This is anin-office position based in Moonee PondsVictoria and is not offered as a remote or hybrid role.

If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you.

Apply now by submitting your resume and a brief cover letter outlining your relevant experience and interest in the role.

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