Client Services Team Leader

Job details

Position status Fixed Term Temporary Position type Flexible full-time Occupational group Customer Service/Call centre Classification AO5 Workplace Location Brisbane - North Job ad reference QLD/551878 Closing date 27-Mar-2024 Yearly salary Fortnightly salary Total remuneration Salary Other Job duration up to 30 November 2024, possibility of extension Contact person Jessica Gordon Contact details jessicag@hoban.com.au

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Your contribution

Using your superior leadership skills and experience you will:

• oversee the day-to-day operations of a Client Services Team focused on responding to customer enquiries and processing customer claims
• monitor workforce tools for the Client Services Team to track performance, respond to situations and ensure service delivery standards are maintained
• provide quality and efficient customer service through the daily management of the Client Services Team, including motivating, coaching, training and problem solving
• manage team expectations in accordance with service delivery standards, including requests for leave and absenteeism
• evaluate processes with a view to improving efficiency and oversee the development and maintenance of policies, procedures and work instructions to ensure processes reflect current business priorities
• ensure your team is following correct process through evaluating their interactions with customers, and providing training where necessary
• provide advice to clients, staff and other stakeholders on matters relating to Client Services activities
• ensure that emerging Client Services issues are resolved or escalated in a timely and professional manner
• meet agreed performance targets as a Team Leader and conduct performance and development planning activities with team members
• foster an environment that is focused on enhancing the customer experience, responding to change positively and identifying and implementing business and system improvements.

This position reports to the Manager Client Services and supervises a team of Client Services Officers.

What we are looking for

For this role, we will consider how well you:

• lead a team to deliver timely services in a high volume environment
• facilitate team and individual development and drive positive performance goals
• apply, interpret and provide advice to direct reports on implementation of legislation and policy
• research and analyse data and information, draw recommendations and report on outcomes
• monitor Client Services activities and resolve escalated issues
• demonstrate a high level of customer service and work with team members to deliver services that meet strategic customer services goals.

There are no mandatory qualifications for this role.

Interested in applying?

We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

If you require more information or a confidential discussion about the role, please contact Jesscia Gordon from Hoban Recruitment.

To enable us to assess your suitability, your application must include:

• a detailed resume outlining your qualifications, relevant experience and achievements
• a brief letter (1 - 2 page) highlighting your motivation for the role and evidence which demonstrates your ability to meet its specific requirements

We offer:

• Competitive salary and benefits (12.75% superannuation contributions and 17.5% leave loading), including generous leave entitlements and salary packaging options
• A progressive work environment that celebrates diversity, equity and inclusion, with Diversity Council Australia membership
• Health and well-being initiatives, including annual flu vaccinations, and an Employee Assistance Program including confidential counselling for employees and immediate family members
• Study assistance scheme

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• AO5 Client Services Team Leader, Client Services (PDF, 314KB)

Role Description

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