Team Leader

Our National Customer Contact Centre (NCCC) within the Social Infrastructure & Citizen Services business has an opening for theTeam Leader Position. Reporting to the Senior Contact Centre Manager, you will be responsible for delivering a quality service experience that makes it easy for our customers and is in line with our company's values and expectations.

Part of Downer Group, our newly formed Social Infrastructure and Citizen Services business unit brings amazing capability to the people of Australia and what matters most to them. We run hospitals, manage client data centres, we take asset management risk, and we are a trusted advisor and partner to our New Zealand and Australian Defence Forces. Arguably no other business within Downer better embodies our purpose; to enable our communities to thrive.

Join us on the journey

Our National Customer Contact Centre (NCCC) within the Social Infrastructure & Citizen Services business has an opening for the Team Leader Position.

Reporting to the Senior Contact Centre Manager, you will be responsible for delivering a quality service experience that makes it easy for our customers and is in line with our company's values and expectations.

What you'll do

The role has a broad remit, with key responsibilities outlined below:

• You will be responsible for delivering a quality service experience that makes it easy for our customers and is in line with our company's values and expectations.
• You will also be responsible for developing and maintaining the skills and knowledge of the team, acting as a role model, focusing, and supporting the team's growth and development.
• Management of the team and individual performance ensuring optimum productivity and quality is achieved.

What you'll bring

• Excellent verbal and written communication skills with a strong attention to detail.
• Display and maintain proactive and positive approach.
• Driving staff engagement and culture in a changing environment.
• Strong customer service ethic and focus.
• Experience in customer service environment preferably within facilities Management.
• Strong understanding and experience of contact centre operations, including digital channels.
• Demonstrated experience in people management - Leading, coaching, mentoring, performance management etc.

More than anything, you'll have a strong work ethic, a positive attitude, and a drive to provide high quality outcomes for the Social Infrastructure and Citizen Services business unit and our clients.

Why work for us?

Working for the Social Infrastructure and Citizen Services business unit, means being part of something new and exciting. With a bright future ahead of us, you find purpose here and have the opportunity to directly impact and contribute positively to our future. You'll also find a range of benefits available such as:

• Training and development to support your career.
• Internal career opportunities across the Downer Group business
• Affordable healthcare covers, discounted car purchase and rental (with selected brands), and other retail discounts.
• An Employee Assistance Program providing access to professionals to support you (and your family) to achieve your personal or professional goals through wellbeing coaching, counselling, financial advice, legal advice and more.

This exciting role offers you the opportunity to work in a dynamic environment with a highly successful organisation. If you are passionate about what you do and motivated to succeed, then apply now.

Downer Group is an equal opportunity employer committed to fostering a diverse and inclusive culture. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status, or disability. Accordingly, we encourage applications from people of diverse backgrounds, including First Nations People and those from culturally and linguistically diverse backgrounds.