Customer Service Team Leader
Core
Oversee day-to-day customer services function for a not-for-profit, leading a team of ~7 to resolve complex enquiries and ensure consistent, culturally appropriate support.
Role type
Team Leader - Customer Services
Builds
Customer support services and financial assistance programs
Domain
Not-for-profit / Community services
Deliverable
client delivery
Required skills
Team leadership and coaching, Performance management, Workforce coordination (rostering, capacity), Escalation handling, Financial approval authority, CRM and reporting tools, Process improvement, Cultural sensitivity
Preferred skills
Experience in Aboriginal and Torres Strait Islander communities, Grant administration
Responsibilities
Lead, coach and develop the team; Coordinate workloads, rostering, attendance and leave; Act as escalation point for complex enquiries; Monitor service standards, KPIs and customer feedback; Review and approve eligible payments and reimbursements; Maintain accurate customer records and prepare performance reports; Improve processes and workflows; Support recruitment, onboarding and training.
Seniority
Mid-level, hands-on IC
