Customer Service Team Leader
Core
Oversee a customer services function for a not-for-profit, leading a team of seven to deliver consistent, respectful, and culturally appropriate support while managing complex enquiries and financial assistance requests.
Role type
Customer Service Team Leader
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 and rostering, Complex enquiry resolution, Financial approval and reimbursement, 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, and attendance; Act as an escalation point for complex enquiries; Monitor service standards and KPIs; Review and approve financial assistance requests; Maintain customer records and prepare performance reports; Improve processes and workflows; Support recruitment, onboarding, and training.