Financial Services

Team Lead – Customer Service

Salary

Up to AU$78000 per annum

Location

Sydney CBD, Sydney, Australia

Job Type

Permanent

Job Ref

BBBH23694_1659657118

Date Posted

Fri, 5th August 2022

An exciting opportunity has arisen for an experienced Customer Service – Team Lead, to join a leading financial service organisation,


An exciting opportunity has arisen for an experienced Customer Service – Team Lead, to join a leading financial service organisation, as part of their inbound client service team. In this role you will be responsible for effectively managing, leading, coaching, developing and motivating an inbound client service team.

To be successful in this position you must have worked in a contact centre environment and possess proven customer service experience, previous coaching and mentoring experience and be a highly motivated and self-driven individual.

Duties

  • Proactively supervise and coordinate activities of the Client Services Phones team to ensure a high quality, relevant client experience
  • Monitor team performance and identifying reasons for variances to target
  • Dealing with inbound customer service calls
  • Ensure teams members are meeting their agreed KPI’s
  • Conduct regular one on one’s and yearly performance reviews
  • Developing, mentoring and motivating a team
  • Deal with customer escalations
  • Assist the center manager on improvements to processes and procedure
  • Review the teams calls to monitor quality and ensure standards are being adhered to

Essential Criteria

  • Previous team lead experience in delivering exceptional customer service in a call center environment
  • Experience in a leading, coaching & mentoring capacity
  • Professional experience working in financial markets, stockbroking or brokerage house is advantagous
  • Outstanding people skills and communication skills
  • Strong commitment to team building and staff development
  • The ability to meet & exceed financial targets (KPI)

If you have the required experience and are interested in this role please click apply or contact me on 02 9003 4928 or [email protected] to find out more

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