Hybrid Support Team Leader - Client Services (Fixed Term)

Slater & Gordon Lawyers; City of Maroondah; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Shutdown leave

Parental leave

Long service leave

Learning opportunities

Job summary

Slater & Gordon Lawyers seeks a Support Team Leader/2IC to join the Client Services team on a fixed-term contract until the end of May 2027. The role supports day-to-day management of the New Client Services and Outbound Digital Call Centre teams, with hybrid work and office presence most of the week.

You will mentor, coach and coordinate staff, ensure KPI performance, and maintain high-quality client service while coordinating with the Contact Centre Manager. Melbourne/Ringwood offices.

Qualifications

• Previous experience managing a support team.
• Experience in mentoring and developing staff.
• A natural passion for helping people and high level of empathy.
• Exceptional communication and customer service skills.
• Excellent written and verbal communication skills.
• Demonstrated time management and organisational skills.

Responsibilities

• Provide consistent support coverage for the Contact Centre across operating hours.
• Coach and perform quality checks on the team.
• Assist with training sessions, side by side and onboarding of new team members.
• Champion team engagement and planned activities to lift NCS and OBD engagement scoring; assist with team meetings to keep the team updated when manager unavailable.
• Ensure performance outcomes and client service standards against our NCS and OBD KPIs.
• Maintain professional standards throughout client and internal interactions by daily monitoring of calls.
• Other duties as required by the Contact Centre Manager.
• In absence of Contact Centre Manager maintain relationships with internal/external stakeholders.

Job description

Slater & Gordon Lawyers seeks a Support Team Leader/2IC to join the Client Services team on a fixed-term contract until the end of May 2027. The role supports day-to-day management of the New Client Services and Outbound Digital Call Centre teams, with hybrid work and office presence most of the week.

You will mentor, coach and coordinate staff, ensure KPI performance, and maintain high-quality client service while coordinating with the Contact Centre Manager. Melbourne/Ringwood offices.