Customer Service Team Leader

At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTracs own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.

About the Role

Due to an internal promotion, we have recently had a Customer Service Team Leader position become available.

Reporting to the Customer Service Manager, you will leverage your experience by providing leadership, coaching and guidance to the team members within the Customer Service Centre to fulfill customers requirements and needs and ensuring a positive customer experience.

The role will also be responsible for collaboration with customers, internal and external stakeholders to implement best practice and continuous improvement initiatives along with overseeing and coordinating the workload, operational activities, and rosters to ensure Customer Service Centre operates efficiently.

(Internal title – Customer Service Supervisor)

Key Responsibilities

• Lead and manage the Customer Service Team to create positive relationships in all customer interactions, maintaining professionalism and ensuring continued improvement in the customer experience.
• Create a result-focused, fun, and supportive team environment that encourages collaboration and innovation.
• Team Member development including coaching, performance reviews, onboarding, training, and development planning.
• Team management activities including allocation and management of the workload, rosters, recruitment, and reporting.
• Supporting the team with timely resolution of customer complaints and respond as an escalation point for unresolved matters, providing support and/or information to the Customer Service Manager to assist in resolving.
• Field and respond to complaints or issues from internal departments as first point of escalation and direct calls to applicable team/s as required.
• Identify and lead continuous improvement initiatives within the department to ensure improved efficiency, overall service delivery and collaboration between business units.
• Supporting Customer Service Manager with the implementation, management and delivery of strategic goals and actions as described in the business unit POAP.
• Engage and motivate the team to use their knowledge and skills to achieve the shared goals by setting clear objectives and providing regular feedback and recognition.

Skills & Experience

• Experience in a team leader role in a Customer Service Call Centre environment with a proven history of coaching teams and managing performance.
• Excellent oral and written communication skills with the ability to communicate effectively with customers and stakeholders.
• Strong interpersonal skills with the ability to resolve conflicts.
• Ability to think creatively and bring fresh ideas to existing business practices with a focus on continuous improvement.
• Previous experience leading a team in a call centre environment.

• Excellent customer service skills with the ability to negotiate, influence and problem solve.
• Advanced computer literacy skills (MS Office Suite)
• Ability to work successfully within a team as well as autonomously.
• Excellent organisational skills, with the ability to manage fluctuating workloads and conflicting priorities to achieve tight deadlines.
• Strong analytical skills with ability to provide recommendations and guidance to the team as and when required.

Benefits

• Competitive Remuneration Package
• Fitness Passport for the whole family
• 12 weeks Paid Parental Leave
• Purchased Leave program
• Opportunities for growth and development
• Further education assistance program
• Employee Wellness Program
• Discounted private health insurance.
• Discounts with our corporate partners
• Flexible working arrangements

To be considered for this position please submit your application including resume and cover letter. The successful applicant will be required to undertake a pre-employment medical and national police check. For further information please contact our Recruitment Team on 1300 797 028.

At WesTrac, our primary focus is our people. As we look to the future, we’re focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.