AddressOne of our cultural mindsets is authentic dialogue and authenticity; Bring your authentic self to work at Engineers Australia
We offer meaningful, purpose-driven work. Our people work to support the engineering profession that shapes the very world we live in. With more than 116,000 members, Engineers Australia is the voice of the profession, and we need you to help us drive mutual value for our members and industry partners.
About the role:
The Customer EngagementTeam Leaders play a pivotal role within the team by offering information and support on a diverse range of enquiries. They further facilitate a positive customer experience by connecting individuals with our team members and business units within Engineers Australia.
This role is based in Canberra.
A day as our next Team leader could look like:
· Outstanding Customer Service: Lead by example in delivering exceptional customer service, assisting team members in resolving enquiries and complex issues.
· Manage Calls: Handle a high volume of both inbound and outbound customer interactions via phone and email.
· Enquiry Escalations: Oversee and resolve escalated customer enquiries effectively and promptly.
· Problem-Solving and Innovation: Collaborate with team members to troubleshoot and resolve customer issues, finding innovative solutions.
· Team Leadership and Development: Manage team responsibilities including probation periods, leave requests, performance reviews, and setting objectives; design and conduct training programs.
· Documentation and Compliance: Ensure adherence to company policies and compliance standards in all customer interactions.
· Performance and Project Management: Support team in achieving KPIs, provide coaching, assist with projects, and enhance team collaboration and communication.
Please refer to the supporting document to review the full success profile.
Here’s what we’re looking for:
· You have a background in in customer service leadership or a related field.
· You are comfortable with handling customer enquiries and using customer support tools and software and are able to take on escalated enquiries from a team of agents.
· You have expertise in communication, problem-solving, time management, and Team Leadership.
· You will do well in this role if you are dedicated to collaborating effectively with colleagues and guide them towards delivering outstanding customer service.
· Your positive and optimistic attitude sets the tone for the team, and your willingness to offer support to fellow team members is integral to fostering a cohesive and high-performing unit.
Here’s what’s on offer: Engineers Australia exists to advance society through great engineering. As an employer, we seek to advance your career through great experiences. We do that by offering:
· A role that ignites your strengths and supports your development
· An inclusive team that consciously works on staying socially connected
· Flexible work options and a national team that embraces hybrid ways of working
· Access to growth and development through coaching and our investment in our leadership experience
· Generous remuneration and access to a suite of benefits that includes salary packaging, professional membership fees, and complimentary TPD and life insurance
· A diverse, inclusive, and supportive culture that supports you to lead and achieve.
Ready to apply?Click ‘Apply Now’ to submit your cover letter and resume by 20 May 2024.
Please note that this position is subject to both a National Police Check and Reference Check. Successful candidates will be required to undergo these checks as part of the recruitment process. The outcomes will be considered in accordance with the requirements of the position, and Engineers Australia' s policies.
Diversity, inclusion and your privacy:Engineers Australia embraces diversity, inclusion and belonging and are committed to building a team that represents the communities that we live in and creating a safe inclusive environment for our people. We are a flexible workplace, please talk to us about your flexible working needs during our recruitment process. Our commitment to inclusivity means that we will work with you to ensure that your experience with us is accessible and welcoming. If you need any reasonable accommodation to fully participate in the job application, interview process, or to perform essential functions of the role, please know that we are here to support you. Please feel free to reach out to our People Team at **@engineersaustralia.org.au , our dedicated point of contact for all accommodation-related matters. We welcome applications from everyone, including people with disabilities, mature age and young job seekers, members of the LGBTI+ community, Aboriginal and Torres Strait Islander people and other culturally diverse backgrounds.
At Engineers Australia, we believe that diversity and inclusion are essential for our success. We look forward to welcoming candidates from all backgrounds and providing necessary support where needed to ensure a level playing field for all applicants.
Please visit Engineers Australia’s website to view our Privacy Policy in relation to the collection of candidate information: https://www.engineersaustralia.org.au/privacy-policy
Thank you for considering a career with us.
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