Support Team Leader

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 andGordon Lawyersare a leading personal injury and class actions law firmwhere every member of our team has a shared passion for our clients: we arepeople caring for people.

Ourcommitment to our people includes offering genuine work-life balance, with ahybrid work environment allowing them to split their time between home and theoffice. We recognise and reward high performance and have outstanding employeebenefits

• a week of shutdown leave
• paid parental leave
• extra-longservice leave
• various ongoing learning and professionaldevelopment opportunities

What are we looking for?

We have an opportunity for a Support Team Leader/2IC to join our Client Services team. This is a unique opportunity to support our Client Services team on a Fixed Term Contract with the position required until the end of May, 2027. We are open to both Full Time and Part Time applicants and the successful candidate will be located from both our Melbourne and Ringwood offices. And whilst hybrid is an option, the position requires to be present in the office alongside our team for most of the week.

This position will provide professional and efficient support to theContact Centre Manager in the day-to-day management of the New Client Services and Outbound Digital Call Centre teams.

Key Responsibilities

• Provide consistent support coverage for the Contact Centre across all operating hours
• Support team escalations, coaching and quality checks
• Assist with training sessions, side by side and with onboarding of new team members
• Champion team engagement and planned activities to lift NCS and OBD engagement scoringAssist with team meetings to keep the team updated when manager unavailable
• Ensure performance outcomes and client service standards against our NCS and OBD KPIs
• Maintainprofessional standards throughout client and internal interactions by dailymonitoring of calls
• Other duties as required by the Contact Centre Manager
• In absence of Contact Centre Manager maintain relationships with internal/external stakeholders

What will you bring?

The following experience and skills will ensure your success in thisposition:

• 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

To beeligible for this position, you must be an Australian citizen, a permanentresident, or hold a valid visa with full and unrestricted working rights inAustralia. Proof of work rights will be required as part of the Slater andGordon application process.

Acknowledgement of CountrySlater and Gordonacknowledges the TraditionalCustodians of country throughout Australia and their connections to land, seaand community. We pay our respect to their elders past and present and extendthat respect to all First Nations peoples today.

Diversity + InclusionSlaterand Gordonis committed to creating an inclusive workplace that valuesdiversity and ensures equal opportunities for all. Slater and Gordon is anequal opportunity employer, and does not discriminate on the basis of race,national origin, gender, gender identity, sexual orientation, disability, age,or other legally protected attributes.We understandthat everyonehas different needs. If you require reasonable adjustments throughout therecruitment process, please let us know in your application.