Customer Service Team Leader

ACH Group; Mile End; On-site; GBP 39,000 - 49,000; Full time

Job summary

A leading non-profit aged care provider in Mile End is seeking an experienced Customer Service Team Leader. You will lead a team of 20-25 Customer Service Consultants, focusing on exceptional service and first call resolution. Proven leadership experience in a contact centre and a strong customer service background are essential. The role offers a salary packaging benefit to reduce your tax and contribute to a meaningful cause.

Benefits

Salary packaging up to $15,900

Diversity and inclusion initiatives

Qualifications

• Proven Leadership experience in a contact centre environment.
• Strong customer service knowledge and a track record of improving results.
• Ability to motivate teams, manage escalations and role model service excellence.

Responsibilities

• Lead, coach and develop a team of Customer Service Consultants.
• Drive customer satisfaction and KPI achievement.
• Ensure respectful, solution-focused interactions with every customer.

Skills

Leadership in contact centre

Customer service excellence

Team motivation

Job description

For over 70 years, ACH Group a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we’re able to create good lives for our customers. With purpose lead roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.

Responsibilities

• Lead, coach and develop a team of Customer Service Consultants
• Drive customer satisfaction and KPI achievement, including service levels and call handling
• Ensure respectful, solution-focused interactions with every customer
• Foster continuous improvements across processes and systems
• Support compliance with Aged Care Quality Standards and ACH Group policies

Hands-on leader overseeing our Contact Centre and a team of Customer Service Consultants. This role is key to delivering an exceptional customer experience, with a strong focus on first call resolution and team performance.

The Role: An amazing opportunity has become available for an experienced Team Leader in our Customer Service Team. This role will see you work with the leading South Australian Aged Care Provider that has been helping Older Australians Live Good Lives for close to 70 years. Overseeing the Customer Service Team working out of our Mile End office, your new role will see you play a pivotal role as you guide, nurture, and manage a team of 20-25 staff. The team’s focus is taking high volume calls to assist customers with information around health funding, support services and assisted living with an emphasis on quality and respect and as such this unique team is looking for a special person to lead them to their full potential.

Critical to your success, will be your ability to take ownership and accountability and demonstrating compassion and empathy; understanding that our customers have specialised needs requiring high standards of quality and service at all times.

What you’ll bring

• Proven Leadership experience in a contact centre environment
• Strong customer service knowledge and a track record of improving results
• Ability to motivate teams, manage escalations and role model service excellence

ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum to reduce your tax.

How to Apply

Press 'Apply' now!

ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.

What can I earn as a Customer Service Team Leader

What you’ll earn: Salary/package information is provided above. This is not a negotiation field in this refinement.