AddressDo you want to make a positive difference to someone that is going through a challenging life experience. Do you want job satisfaction and a rewarding experience. Do you love coaching and bringing the best out in people? If you answered “YES” then this role could be for you! Send us your CV and tell us why you want to work at Phillips& Cohen Associates.
Phillips & Cohen Associates are an award-winning industry leader providing expert niche services recognised for our unique and compassionate style of customer interaction. Be part of our journey and our success.
You will be leading an established small to medium team who thrive on making a positive difference to the lives of people by providing professional telephone specialised service. Reporting to the Operations Manager you will be part of our leadership team to deliver on our goals and drive productivity and performance to achieve outstanding results. You will be responsible for the day-to-day management of the team overall productivity and performance of the team.
Key duties and responsibilities include:
- You will be responsible for building high performing team to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- You will provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets.
- Be a champion of continuous improvement initiatives to ensure that best practice is incorporated into the business.
- Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues.
- Ensure total compliance with regulations including the mitigation of operational risk through the effective use of the complaints management framework.
- Support the team to be the best that they can be and deliver on compassionate service excellence.
- Be proactive in the identification and execution of team development, coaching & training.
- Regularly reviewing audits to ensure high quality output.
- Monitor and report on daily activity, including lead conversion.
- Provide resolutions to escalated customer issues & complaints.
- Ensure appropriate allocation of resources through monitoring & evaluating business needs & trends.
To be successful in this role you will have:
- Extensive experience leading teams in a Contact Centre environment
- At least 2+ years of leadership experience
- Have managed a team who provided service to vulnerable customers.
- Proven success in driving a high-performance team.
- Compassionate and passionate about delivering excellent customer service.
- Problem-solving abilities, you are someone who likes to know the why.
- Previous experience in Utilities sector and managing a dialer system would be favourable.
What’s on offer:
- Competitive salary subject to experience
- Permanent role Monday to Friday
- Southbank location with Flinders Street Station steps away
