Customer Care Team Leader

People2.0 is the world’s leading enabler of global, mobile, flexible, and remote work arrangements. The company’s employer of record (EOR) and agent of record (AOR) establishments around the world, create a unique global ecosystem within which talent suppliers can engage any category of worker in any work arrangement, anywhere, while independently working professionals have access to business support services and portable benefits. 

The Customer Care Team Leader plays a key leadership role in supporting the Customer Care team in enhancing customer experience across the full customer lifecycle. Accountable for day-to-day performance of the team, you will share knowledge, mentor and develop the skills of the team. You will also be attending to the account management of clients as needed, expanding upon your stakeholder relationships and interpersonal skills. 

Reporting to the Customer Care Manager you will be directly engaging with fellow leaders in People 2.0. As a Team Leader yourself, you will also deliver on developing and motivating individuals in your team. 

Responsibilities:

• Actively lead, coach and develop the Customer Care Team to optimum performance to achieve targets and objectives.
• Actively manage client accounts with a view to providing excellent customer outcomes.
• Analyse and report performance data and make recommendations for performance improvements. 
• Provide input to the setting of performance metrics for the Customer Care Team.
• Maintain quality standards for service delivery through directing the distribution of work activity, monitoring the quality of work, identifying trends and planning for future needs. 
• Monitor and manage activity from multiple channels to ensure all customer contact is responded to in a timely manner without compromising customer satisfaction.
• Resolve complex escalated customer issues in accordance with People2.0’s policies and procedures.
• Establish key relationships and work closely with the leadership team, understanding key activities (marketing, campaigns etc.), and translate them into the Customer Care team needs. 
• Develop and coordinate the testing and implementation of new processes, including technology solutions within the Customer Care team.
• Maintain knowledge of People2.0’s policies, processes and procedures and ensure all advice provided and processes undertaken within the Customer Care team are in accordance with relevant legislation.
• Perform regular performance reviews for Customer Care Specialists and develop learning and individual goals that support individuals in their ongoing development 
• Provide advice and support to clients on various people matters such as terminations, benchmarking and performance management.
• Ensure Workplace Health and Safety matters, such as incident reporting and workcover claims, are dealt with effectively and in accordance with procedures and legislative requirements.
• Communicate resolution of complex issues with the client, as required.

Skills and Experience:

• Demonstrated knowledge, experience and understanding of business systems and processes including:
• the practical application/use of Microsoft suite of products and customer relationship management tools
• data analytics and reporting capabilities.
• Strong communication and engagement skills to drive mutually beneficial outcomes with internal and external stakeholders.
• Excellent problem-solving skills, including the ability to use initiative to manage issues and drive outcomes
• Ability to suggest process improvements with a focus on the customer experience and continuous improvement of processes.
• Strong leadership, interpersonal and relationship management skills with a passion for customer service, team development and an ability to:
  • assess performance, coach and set clear expectations and measures at team and individual staff level
  • provide effective communication.
  • have conversations with team members about performance and expectations for improvement.
  • manage priorities and competing demands with varying timeframes to meet deadlines and maintain high quality standards.
• Flexible, adaptable, energised and have a growth mindset; ability to positively respond and adapt to changes that impact the business environment.
• Knowledge and understanding of EOR/AOR business or related industry and privacy regulations is desirable.

Qualifications:

• Certification in customer engagement or related customer service training
• Certification in HR, payroll or related industry (desirable)

In return, we will provide:

• An autonomous working environment where you can have ownership and accountability
• An attractive salary
• Modern CBD office, with hybrid work 
• Training and development opportunities
• Social activities, CSR initiatives and end-of-month celebrations. 
• Fresh fruit, snacks and coffee
• Day off on your Birthday
• Employee Assistance Program
• Employee appreciation programs to recognise individuals and team effort
• Close-knit team with supportive leadership