Address
Form of workThe Role
The position of Team Leader Customer Experience reports to the Manager Customer Experience and is responsible for leading an effective and efficient day to day performance of the Customer Experience team.
Our Team Leader will provide coaching and development sessions with CSO’s, be an escalation point in a range of process's, procedures, and customer escalations/complaints.
The role is also responsible for managing the team roster to achieve expected service levels and manage incoming volumes.
About You
The successful candidate will require strong interpersonal skills and demonstrated leadership characteristics to further strengthen the delivery of our high-level Customer Experience and enhance our existing positive team culture.
Key Selection Criteria
- Experience coordinating and leading teams in a diverse customer service environment.
- Experience in motivating and coaching high performance teams.
- Strong written and verbal communication skills and high-level customer service skills.
- Ability to interpret operational data and make recommendations on remedial action.
- Ability to plan, monitor, coach and evaluate the performance of team members.
- Demonstrated ability to implement and monitor adherence to health and safety policies and procedures within a team environment.
To Apply
To apply for this position please click on the Apply button and submit your application. The closing date for this position is 4 February 2023 Please ensure that you provide a cover letter, current resume and a written response to the key selection criteria as listed in the position description.
The successful applicant will be required to undergo a full employment medical and police check.
Contact
For further information on this position, please contact Josh Waight, Manager Customer Experience on 03 5320 5***.
The City of Ballarat is an equal opportunity employer committed to providing a safe and inclusive working environment that embraces and values diversity, flexibility and child safety. We welcome applications from all walks of life and celebrate the diversity and richness this brings to our workplace and reasonable adjustments will be made to the process to ensure equitable access. We undertake an employment screening process to ensure this commitment is upheld, this includes ensuring the successful candidate holds a valid working with children check and satisfactory criminal history record check.
