Assistant Team Leader - Contact Centre - Moonee Ponds

H&R Block Australia; City of Melbourne; On-site; AUD 65,000 - 75,000; Full time

Job summary

H&R Block Australia is seeking an Assistant Team Leader for our Client Service Centre in Moonee Ponds, Victoria. This hands-on, in-office role combines customer service with day-to-day leadership support to guide the team and uphold service standards.

You will work closely with the Team Leader and Contact Centre Manager, helping coaches provide real-time support, manage calls, and maintain productivity targets in a collaborative environment.

Qualifications

• Experience in a contact centre or high-volume customer service environment.
• Interest in developing or continuing a career in leadership.
• Clear, professional communication with clients and colleagues.

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 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 procedures and service standards are followed.

Skills

Leadership

Coaching

Customer service

Communication

Job description

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

Assistant Team Leader - Contact CentreMoonee Ponds | In-office role

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

We are seeking a motivated and supportive Assistant Team Leader to 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 31st 8:30am to 3pm.

About You

You will be someone who:

• Has experience working in a contact centre or high-volume customer service environment and interested 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 way Remains 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 an in-office position based in Moonee Ponds Victoria 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.