Team Leader - Client Contact

RSL Queensland is a dynamic, not-for-profit organisation delivering innovative programs and initiatives that support veterans and their families.  After more than a century, our purpose – to provide care, commemoration and camaraderie – is as strong as ever.
  
Whether veterans or their families need employment, emergency financial aid, online health and wellbeing resources and social connection activities, our award-winning services and partner programs deliver real, lasting outcomes. 
  
With Australia’s most successful prize home lottery backing us, we’re able to provide life-changing support services, fund world-first research, and use state-of-the-art tech to help more veterans in better ways. As a member of our team, you’ll have access to advanced technology, skilled co-workers, interesting projects, and the opportunity to expand your career. 
  
And most importantly, you’ll be making a real difference in veterans’ and their families’ lives. 
  
Why work at RSL Queensland. Open, flexible, supportive, empowering - they’re some of things our team love most about RSL Queensland.  Depending on your role, you’ll have the tools and flexibility to work in a hybrid way that balances your lifestyle and the requirements of the team.
  
What else makes us great:  

• Option to salary package up to $15,900 per year on living expenses, and claim further tax-saving benefits on top
• Extensive training/development opportunities
• Bring your whole authentic self to work each dayand be part of a supportive environment
• You’re gifted 3 additional days of leave at Christmas!
• Financial support and study leave to undertake higher educational courses related to work
• Work in an environment that values all voices – have an influence, be the difference!
• Benefits Hub that includes lifestyle discounts from hundreds of leading stores and services

Now, a bit about the role:  
The Client ContactTeam Leader leads and manages a Client Contact team. This team are the initial point of contact for Veterans, their families, and internal and external stakeholders who seek RSL Queensland’s assistance. The Team Leader, this role performs the day-to-day responsibility of team management.

Your ability to engage, lead and motivate staff will see them deliver first class customer service to the Veteran Community and their families. The role also includes: 

• Working collaboratively with the Head of Service Operations to ensure streamlined and efficient management of incoming enquiries.
• Monitoring incoming enquiries via CRM, Helpspot and the phone queues to ensure the team is actioning enquiries within the set KPIs.
• Driving proactive continuous improvement with supported by change management practices
• Assisting the team with complex or difficult enquires by providing support and guidance where required
• Resolve complaints from customers and provide solutions to their queries
• Conduct regular monthly case file reviews with each team member and monitor coaching actions
• Drive and coach the team to achieve optimal client outcomes
• Staffing levels are maintained with effective rosters in place

This role is permanent, full-time based in our Fortitude Valley office will report to the Head of Service Operations Manager.
  
What’s required to succeed:
To be considered for this role, you will have previous leadership experience within a contact centre environment ideally in the human services/community services space. You’ll have demonstrated experience with rostering and contributing to an operational rhythm that will grow and support your team, particularly through times of change. This role will be based in our Fortitude Valley office and require attendance in the office a minimum of 3 days per week.
  
Also required:

• Certificate III or Diploma in Community Service (essential)
• Minimum 3 years’ experience in a relevant role as well as strong operational knowledge
• Demonstrated ability to engage, lead and motivate staff to achieve high quality outcomes and build strong people culture and engagement
• The proven ability to manage competing priorities, work collaboratively across the teams, and ensure a positive collaborative working environment.
• Demonstrated high level of professionalism, compliance, and attention to detail
• An understanding of the ADF environment and its unique sensitivities
• Ability to show empathy and work in highly sensitive environments and situations
• Demonstrated strong, interpersonal, negotiation, networking, partnering and relationship management skills
• Ability to build and maintain good relationships both internally and externally to RSL (Queensland Branch)
• Demonstrated effective communication and interpersonal skills in working directly with veterans and their families
• Flexibility to work across and within broad geographical areas
• Ability to travel when required
• Queensland “C” class driver’s license

Embracing collaboration and innovation, we work as one to lead the change veterans need. We’re not afraid to go the extra mile or seek better ways of doing things. We look out for each other; we value all voices and respect perspectives that may differ from our own; and everything we do, we do with heart. 
 
If this is an opportunity that excites you, please apply today. We’ll close applications when we find the right person, so take action today.