Address About the role
As a Client Services Team Leader within our APM Service Centre, you will lead a team of committed client service officers who contribute to our growing business by being the voice of the business to our new and existing clients across inbound phone calls and email. Working closely with your team and fellow Team Leaders, you will have the opportunity to really help both our clients improve their lives and your team grow on their career journey. A passion for awesome customer service and efficient scheduling is a must and you will find you will be surrounded by like-minded people across the company.
As a Client Services Team Leader in the APM Service Centre you will;
Possess excellent phone manner and have a natural flair for engaging older Australians and key contacts at residential care facilities
Motivate, coach and develop others while driving a high-performance culture
Develop a culture of high service standards and exceeding customer expectations
Conduct weekly one on one coaching and training sessions and providing regular feedback to your team members
Respond and proactively manage general queries from your team, customers, clients and other APM team members
Multi-task to ensure successful outcomes
Lead by example in areas of professionalism, conduct and punctuality
Liaise with internal and external stakeholders effectively to meet business objectives
As Our ideal candidate:
As our ideal candidate, you will be energetic, love helping others and are an upbeat problem solver. Having successfully led a team in a high-paced environment previously – like a contact centre, retail environment or hospitality you will love the buzz around you and get a real kick out of seeing your people grow and develop.
You will have a people focused approach with strong communication, engagement and influencing skills.
You need to be a proactive and analytical individual who can adapt to changes and function well in a fast-paced environment as there are many variables that can affect our ability to deliver a planned appointment schedule, including job duration, weather and contractual deadlines.
As the team lead you will help identify and manage issues and gaps in resourcing, incorporating business as usual (BAU) and strategic initiatives in planning and resourcing and for supporting ongoing operational efficiencies and improvements.
As part of a team, we all need to do our bit so being able to work Monday – Friday between the hours of 8am and 6pm is critical. Change and growth should excite you! You will be customer-focused and thrive on making a service highly efficient and helping people engage with APM.
Working at APM means you will have the opportunity to make a tangible difference to people’s lives.
Benefits associated with working at APM include but are not limited to, being awarded an attractive salary, working in a culture that promotes development and inclusion, fun, supportive team environment surrounded by motivated people, career progression opportunities and vehicle salary sacrifice options.
You may be required to conduct a digital interview pre-screen for this position also need to complete a national police clearance on request.
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We're committed to Equality, Diversity and Inclusivity
We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.
