Customer Service Team Leader
Core
Oversee a customer services team of approximately seven, resolving complex enquiries and managing financial assistance requests.
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, performance management, workflow coordination, financial approval, CRM usage, process improvement, cultural sensitivity
Preferred skills
Experience in Aboriginal organizations, grant administration
Responsibilities
Lead, coach and develop the team; Coordinate workloads, rostering, and attendance; Act as escalation point for complex enquiries; Monitor service standards and KPIs; Review and approve payments and reimbursements; Maintain customer records and prepare reports; Improve processes and systems; Support recruitment and training.