Client Contact Team Leader
Core
Lead a high-volume client contact team to deliver exceptional customer service, manage bookings/payments, and facilitate community referrals for CatholicCare.
Role type
Senior IC team leader (client contact/call centre)
Builds
Client support services and operational workflows
Domain
Non-profit / Social services
Deliverable
client delivery
Required skills
Team leadership, line management, coaching, conflict resolution, operational issue management, stakeholder relationship building, prioritization in high-volume environments
Preferred skills
Degree in Business, Customer Service Management, Marketing, or IT
Technologies
None stated
Responsibilities
Lead and support a high-performing, high-volume client contact team; Provide effective line management, coaching and support to team members; Manage complex and escalated client complaints and enquiries; Monitor operational issues and ensure critical tasks are completed within required timeframes; Build positive relationships with key internal and external stakeholders; Step into team duties when required to maintain effective service delivery
Seniority
Senior, hands-on IC