Team Leader Customer Service

Are you a Customer Service professional looking to take your leadership skills to the next level? If this sounds like you, the Copper Coast Council is on the hunt for a Team Leader to mentor our Customer Service team. Our successful applicant will possess excellent communication skills, be able to handle an array of customer touch points, have experience with employee management and the government environment.

• Leadership and supervision of Customer Service officers to ensure skills and knowledge are maintained and up-to-date, identify training opportunities, and organise relevant training sessions.
• Manage the effective provision of front-of-house Customer Service, ensuring consistency and excellence in service provision.
• Manage team resourcing including rostering, staff appraisals, training and development needs.
• Oversee day to day operations of the Customer Service team, including task allocation, progress monitoring, and providing organisational guidance, and mentorship to ensure excellence in Customer Service.
• Maintain positive relations with internal and external customers addressing any issues and concerns promptly and effectively.
• Maintain and update relevant calendars, registers and records.
• Oversee complete start-of-day and end-of-day tasks including flag management, cash management and banking.
• Ensure Council’s front-of-house is welcoming and accessible, maintained with appropriate information and forms.
• Oversee office, Town Hall and meeting room facilities, including bookings and catering as required.
• Ensure there are adequate stationery, office and kitchen supplies for the Kadina Office.
• Document and contribute to improvement of business processes.
• Complete monthly reporting on Customer Service levels.
• Provide Administrator back up for Dogs & Cats Online (DACO) if required.
• Monitor and follow up Customer Service Requests (CSRs) in Synergy, liaising with Department Staff as required.
• Complete and provide monthly and quarterly reports on CSRs to the Director.
• Ensure the Customer Service foyer and reception area is maintained to a safe, tidy and professional standard.
• Assist Customer Service staff with escalated Customer Service matters.
• Ensure relevant correspondence, complaints and other.

To discover more about this opportunity to elevate your career, pick up an application kit from the Council Office at 51 Taylor Street, Kadina or download the attached. For further information, please phone on 8828 1200 or email ****@coppercoast.sa.gov.au

Closing Date 5 pm Wednesday 17 July 2024