Address
Form of workAbout the Opportunity
Reporting to the Operations Manager, you will be responsible for a high performing team of Customer Service Agents, who will be delivering an essential service to the Australian community. You will motivate, lead, and develop the team utilising your experience in managing performance and delivering support. For this reason, you will have proven success in leading a team of customer service staff, particularly in a call centre environment.
What you’ll be doing
- Build and maintain positive and engaging team environment, that is safe, inclusive and values differences.
- Day to day leadership and management of team towards achieving team performance in terms of contract KPI’s and Serco Values.
- Actively support development and learning.
- Manage varying workload demands and meet Service Agreement requirements as determined by the client.
- Proactively identify and develop opportunities for efficiency and productivity gains.
- Promptly and professionally handle objections, de-escalations and dealing with challenging calls as required.
- Taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints, or customer dissatisfaction.
About you - your ideal skills & experience
- Ability to build trusting relationships.
- Strength in communication (verbal, written, interpersonal).
- Critical thinking, sound judgement making and decision making.
- Attention to detail, ability to concentrate and remain focused.
- Contact Centre experience, ideally in a services environment.
- Beneficial: experience in BPO/Outsourcing environment.
You do not need to match every listed expectation to apply for this position. If you like the look of the role, we’d love to hear from you.
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.
Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.
About us – Serco & proud
At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit www.serco.com/aspac
Why Join Us
- You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
- You’ll get to have an impact on how we doings: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
- We Invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!
If you’re inspired to make a positive difference, apply now.
Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
