AddressAbout us
As a leading global manufacturer of heating and cooling equipment, we’re innovating new ways to deliver a great customer experience while saving energy, water and supporting a more sustainable future. It's an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers, to accountants, safety and wellbeing professionals, Rheem depends on people to power our innovations. So come join us on our journey and help shape the future of products that positively impact people's lives every day.
Benefits
- Work for an Iconic Australian Company
- Join a great supportive team
- Salary packaging and staff discounts
- Subsidised canteen
- Free on-site parking
- Hybrid working with 2 days WFH each week
The Role
We are currently looking for a Customer Service Team Leader to join our Rydalmere After-Sales Service team!
As one of the Customer Service Team Leaders you will provide coaching, leadership and support to your team of 5 reports to enable the development of a high performing wider Customer Service Team. You are responsible for improving current processes, creating new processes, driving change and developing your direct reports to deliver outstanding customer experience.
You will also support the Customer Care Centre Manager to implement process improvement projects across the function, to strengthen the capability across the team and to drive quality assurance outcomes.
About you
To be successful it is essential you have:
- Minimum of 3 years in a Contact Centre Leadership role or equivalent
- Experience managing a team to create a cohesive and positive team environment
- Experience in managing formal performance issues in line with company Human Resources policies
- Experience dealing with escalated customer complaints
In addition, you will possess:
- Strong collaboration and relationship management skills
- Proven track record in enhancing customer experience through continuous improvement programs
- Experience in documenting processes to the standard of AS/ISO 9001
- Demonstrated ability to design learning and development programs that incorporate training validation tools
- Significant experience in managing Quality Assurance Programs to enhance the standard of service delivery and to promote consistency across functions.
- Contact Centre technology awareness
- Experience in the implementation of major IT related programs
- Excellent oral and written communication skills
- Well-developed negotiating and problem solving skills
- Demonstrated project planning and implementation skills
- Statistical analysis and business process re-engineering skills, with an ability to re-engineer processes to deliver team, customer and company benefits
- Ability to liaise with people at varying levels of the organisation
- Sound administrative skills including attention to detail and accuracy
If you meet the requirements, we would love to hear from you – APPLY NOW.
Recruitment Agencies'¯– We appreciate you may be able to assist however we are currently working on this directly. If we end up requiring agency assistance, we already have connections in this space. Thank you.
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