Customer Service Team Leader
Core
Lead and develop a high-performing team within the National Customer Contact Centre to deliver end-to-end relocation experiences for government and defence clients.
Role type
Senior Customer Service Team Leader (Contact Centre)
Builds
Customer service operations and team performance for government and defence logistics solutions
Domain
Logistics, Transport, Supply Chain, Government & Defence
Deliverable
dashboards & analysis
Required skills
Team leadership, coaching, performance management, escalation management, stakeholder engagement, KPI monitoring, continuous improvement, contact centre operations knowledge, Microsoft Office
Preferred skills
Experience in contact centre or customer service environment, problem-solving
Responsibilities
Lead, coach and develop a team of Customer Contact Centre Consultants; Monitor KPIs, service levels and operational performance; Manage customer escalations, complaints and service recovery activities; Foster strong relationships with customers, Defence stakeholders and internal teams; Support reporting, operational projects and continuous improvement initiatives; Promote a strong safety culture
Seniority
Senior, hands-on IC