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SalaryCustomer Service Team Leader
Clayton
- Largest family-owned equipment hire company in Aus & NZ
- Free Onsite Parking
- Be part of & build a great team & culture - take the Kennards Ken Oath
Our people aren't just part of a great team, they join our family.
At Kennards Hire, we think about things differently, explore new ideas and we want you to do the same. We look for people who give it their all for our customers and their work mates.
Join a company that provides a great team environment with career progression opportunities and job security. We are committed to developing and nurturing our staff so that they can grow in their career at Kennards Hire, offering a range of training programs, development and mentoring.
At the Customer Service Centre, We are the first point of contact for our customers to make their jobs easy. The omni-channel CSC supports customers across Australia & New Zealand, as well as our branch network to secure reservations and service product enquiries in a seamless way.
About the role
Your focus as the Customer Service Team Leader will be to manage, support and coach Customer Service Agents to deliver an exceptional customer experience. A clear people focus, a positive mindset and will manage your time to ensure that the Customer Service team is supported and functioning effectively. With a strong behavioural focus, you will lead the team to achieve results and will also be the first point of contact for any escalated issues.
- Drive operational performance through the development of processes and procedures and a focus on continuous improvement
- Deliver on cultural outcomes via reward & recognition and a focus on fostering positive workplace dynamics.
- Professionally handle customer enquiries in our fast paced environment
- Liaise with multiple departments and stakeholders to effectively ensure customer requirements are met.
- Implement performance and development plans and hold regular conversations
- Manage & assist with social media, account management, web chats, emails and any other digital communications
- Point of escalation for all customer inquiries
- Previous experience managing a team in a fast moving contact centre environment (8+ Agents)
- Bring demonstrated coaching and development capability to inspire team to perform above target. Build your team.
- Implement performance and development plans. That they are in place and regular conversations are held.
- Professionally handle customer enquiries in our hard working culture.
- Liaise with multiple departments and stakeholders to effectively ensure customer requirements are met.
- Loves to learn with a growth mindset. Always looking for improvement.
- Proven experience in similar role and environment with a track record in handling customer enquiries through email, phone and web chat / social media.
- Have high attention to detail & ability to make the complex simple
- Excellent communication skills
- MS Office proficient (Word, Outlook, Excel) & Analytical Reporting
- Demonstrated resilience and an ability to prioritise and multi task
- Bring a flexible approach to work and an ability to adapt to change
- Have a genuine desire to be part of a high performing team environment and help others.
- Have an ability to problem solve and have customer negotiation skills.
- We are Australia and New Zealand's largest family-owned equipment hire company
- Our values are at the heart of everything we do; One Family, Fair Dinkum, Taking Hire Higher & Every Customer a Raving Fan
- We offer great Benefits & Rewards such as;
o Paid Parental Leave
o Extensive training and development throughout your career with us
o Career progression and internal transfer opportunities - across state and international borders
o Staff discount rates on our hire gear
o Access to our employee benefits program including discounts on insurance, eye care, travel and more!
o Annual Awards night, Team BBQs and many other fun social events
Please note: Background/Police Checks will be carried out as part of the recruitment process
simply hit the Apply button. We look forward to talking with you!
