Customer Service Team Lead

Job title : Customer Service Team Lead
Location : Melbourne
Job type : Permanent / Full Time
Job reference : 1163026
Organisational Profile | Central Location

Sharp & Carter has partnered with a large, privately owned, iconic retail business that is embarking on an exciting period investment and growth. Due to the anticipated growth, they are now seeking a dynamic and high calibre Customer Service Team Leader.

The Role:

The primary purpose of this position is to:

  • Lead the Facilities Help Desk on a day to day basis ensuring provision of consistent service levels for Stores and Customers.
  • Manage work flow through the facilities management software ensuring all tasks are handled efficiently, consistently and to a high standard.
  • Review work orders and administrative tasks, providing feedback & coaching to ensure team are providing the best possible customer experience.
  • Report and analyse the work order data presenting weekly reports to line and business unit manager.
  • Ensure complaint process is followed and that the team are adhering to all policies and procedures in relation to their roles.
  • Conduct root cause analysis of various facility related issues and review monthly financial reports to identify trends/issues
  • Monitor the performance of direct reports conducting performance reviews and providing training and coaching where necessary.
  • Conducts team briefings with your direct reports, updating on best practices and continuing expectations.
  • Management of the external after hours contact centre.

About You:
  • Must have strong customer service orientation.
  • Experienced in delivering facilities services.
  • Experience in leading and managing a high performing team.
  • Strong communication & negotiation skills.
  • Experience of implementing new initiatives and change management processes.
  • Excellent relationship management abilities at all levels.
  • IT Literate (knowledge of Microsoft products).
  • Passionate about leading and developing people.
  • A genuine interest in the success of your team.
  • Results driven and able to consistently improve results against targets
  • Business acumen and ability to think strategically.
  • A collaborative worker who is able to resolve conflicts.
  • Willingness to take calculated risks to drive positive business and customer outcomes.
Please contact Ryan Lenton- rlenton@sharpandcarter.com.au for a confidential discussion