Customer Service Team Leader

Why Smartgroup?

Look forward to working with Australia's leading and most trusted provider of Employee Management Services, making the benefits of salary packaging, novated leasing, and fleet management readily available to employers and their employees.

Working at Smartgroup offers more than a job. It is a dynamic workplace that matches the enthusiasm for the work you do and ambition for an exciting fast-paced career. We have all been hired for a purpose and a reason.

Every day you will be part of a team that helps support fellow Australians - many working in essential services, corporates, government, and not-for-profits - to take home more money in their pay packets.

Do you have what it takes to become a Smartgroup Customer Service Team Leader?

We are looking for a Customer Service Team Leader to join our dedicated Service Team on a permanent full-time basis. Reporting to the Customer Service Manager, this role will see you lead and support a team of Customer Service Consultants, ensuring each team member has clarity on their role and purpose, and receives individual development and guidance in achieving performance success and engagement.

In this role you will:

• Provide service centre team management and leadership.
• Engage in valuable one-to-ones with your team members, make team meetings productive and fun, and use opportunities to regularly provide feedback, coach, and train.
• Manage and resolve customer complaints and feedback
• Be involved in workforce planning, forecasting and resource allocation.
• Take accountability for effective communication and achievement of KPIs and success metrics associated with each team member and the team.
• Promote a pro-active customer-focused team culture by actively sharing and reporting on team performance and actions.
• Lead your team in the implementation of various projects designed to deliver efficiency in process, support productivity and improve the customer experience

To excel in this role, you should:

• Demonstrated leadership experience in either a sales/service or operations environment (contact or call centre is great but not required)
• Solid people leader capability and team management skills, also able to build trusted relationships with internal and external customers
• Proven ability and confidence in measuring and reporting performance regularly against target KPIs
  

Belong to an organisation that values diversity, inclusivity, and you:

Working at Smartgroup, means you will be working in one of Australia's most authentic, inclusive, and diverse workplaces.

Team members enjoy many benefits and 'perks' that genuinely value them for who they are. You might appreciate some, or all, including:

• 3 extra days off to enjoy summer
• ‘MAD' days to Make a Difference to our community and environment
• Birthday leave to celebrate you
• A wellbeing fund to spend your way
• Support for all parents with a progressive, gender-neutral parental leave policy: up to 20 weeks Paid Parental Leave, superannuation contributions and a Return-to-Work Bonus
• Salary packaging and novated leasing benefits (of course!)

Take your career Beyond Further:

Working at Smartgroup can provide a pathway to a career limited only by your own ambitions. We are passionate about investing in you.

Our collaborative team environment and supportive leadership encourages strong performance, learning and development, open lines of communication, along with the freedom to speak up and be heard.

At Smartgroup, careers can go Beyond Further!

Show us you have what it takes:

If you like the sound of this opportunity and have something special to offer, we'd like to hear about it! APPLY ONLINE today.

Emily, Tamara or Ellen from our Talent Acquisition team will be in touch to discuss the next steps. Please feel free to mention if you require any adjustments to the recruitment process. Not available to work full time? Talk to us about your part time working needs, we are here to listen.

We're committed to Equality, Diversity and Inclusivity. We welcome all people to join our team, including Aboriginal and Torres Strait Islander peoples, people with a disability, all gender identities, LGBTQIA+, people of any socioeconomic status, age, race, national origin or ethnicity.

We are proud to hold diversity and inclusion accreditations, including: WGEA Employer of Choice for Gender Equality since 2019; DCA Inclusive Employer 2023-2024; and we are a member of Reconciliation Australia's RAP network with accreditation for Smartgroup's Reflect Reconciliation Action Plan.

Please note: All successful candidates will be required to complete background checks which will include a police clearance prior to confirmation of employment. Candidates must have unlimited Australian work rights to be considered for this role.