AddressWho are we?
Recognised as Australia's leading and most trusted provider of Employee Management Services, Smartgroup is realising its passion for making the benefits of salary packaging, novated leasing, fleet management, readily available to employers and their employees.
Why join us?
Our culture thrives on mutual respect, teamwork, and diversity of thought. We proudly live and breathe our values of Accountability, Care and Team.
Here are just some of the benefits that come with being a Smartgrouper:
- Individual development plans for every team member, with ongoing learning and development opportunities
- Personal equity, salary packaging and novated leasing benefits (of course!)
- Extra leave like Birthday Leave, Community Leave, and more based on your eligibility
- A progressive, gender-neutral parental leave policy: up to 20 weeks Paid Parental Leave, superannuation contributions and a Return-to-Work Bonus
- An exceptional Referral and Reward Program
- A wellbeing fund, free massages and coffee carts in our offices every month
- Discounted rates with health insurance providers and annual flu shots
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
What's next?
If you like the sound of this opportunity and have something special to offer in return, we'd like to hear about it! APPLY ONLINE today. A member of the Talent Acquisition team will be in touch to discuss next steps. Please feel free to mention if you require any adjustment to the recruitment process.
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 2019-21; DCA Inclusive Employer 2021-2022; and 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.
