Customer Care Team Leader - Sydney (Internal Applications Only)

Position Summary

The purpose of this role is to provide an effortless and positive experience for Webcentral group employees who require support, while also acting as an escalation point for our customers. Having a flexible approach to work, and a passion for leadership, coaching, growth, and development is a must, as we are a team with strong internal promotion opportunities.

As a member of the wider Customer Operations group, you will be provided with the opportunity to work in partnership with onshore and offshore peers, as well as our Sales, Product, and Business Technology teams. As a leader within our Customer Care Team, you will also work closely with our People Team on HR matters and Recruitment.

As part of the Customer Care team, you can expect to face a broad range of challenges every day, from a variety of technical or system problems both simple and complex, through to tough customers needing an extra level of care and support. As a Customer Care Leader, you may be expected, from time to time, to participate in other business initiatives such as workforce management, reporting, and the release of new technical developments.

Key Responsibilities:

• Support a team of Customer Care Representatives in a multi-channel support environment.
• In the event of a customer escalation, provide expert-level support for technical issues from websites to email and other products.
• Work with sales teams as a point of pre-and post-sale support.
• Provide weekly coaching to your team members to help them develop their skills in supporting our customers.
• Complete monthly 1:1 meetings with your staff to discuss results and general matters.
• Present new ideas and suggestions for improvement of service engagements, processes, and systems.
• Participate in project-based work beyond BAU customer service commitments.

About You:

• Experience in a customer-facing service or support role
• Personable with strong communication skills. Supportive and collaborates well with others.
• Team-oriented and able to drive performance across your team, whilst taking ownership for your personal results and performance.
• Ability to work flexibly and interact with a wide range of people and teams across the business
• Be passionate about continuous improvement and demonstrate this in your work