Customer Service Team Lead — Elevate Performance

Talent Locker; Wollongong City Council; On-site; AUD 87,000 - 93,000; Full time

Job summary

Talent Locker is partnering with an established Wollongong organisation to recruit an experienced Customer Service Team Leader for an office-based role in a busy contact centre. You will lead a team of up to 10 agents, coach performance, manage targets and maintain high standards of customer service while guiding the team through change and daily operations.

The successful candidate will have at least three years’ team leadership experience in a high-volume telephone environment and will work

Qualifications

• At least three years’ experience leading a customer service or contact centre team.
• Experience in a high-volume telephone-based environment.
• Strong coaching and people-development capability.
• Demonstrated performance-management experience.
• Confidence conducting difficult conversations professionally.

Responsibilities

• Lead, coach and develop a customer service team
• Manage individual and team performance against service targets
• Conduct regular coaching, feedback and performance conversations
• Maintain clear standards of behaviour, presentation and attendance
• Support employees through operational and organisational change
• Monitor workloads, service levels and customer outcomes
• Handle escalated or sensitive customer matters
• Identify opportunities to improve processes and team performance
• Build a positive culture based on accountability and consistent service
• Collaborate with other leaders and internal stakeholders

Skills

Team leadership

Coaching

Performance management

Communication

Job description

Talent Locker is partnering with an established Wollongong organisation to recruit an experienced Customer Service Team Leader for an office-based role in a busy contact centre. You will lead a team of up to 10 agents, coach performance, manage targets and maintain high standards of customer service while guiding the team through change and daily operations.

The successful candidate will have at least three years’ team leadership experience in a high-volume telephone environment and will work