Customer Service Team Leader

Eastern Creek Permanent
  • Permanent Position
  • Attractive Salary

About Our Client

Our Client is an Australian, family owned business in the FMCG food industry operating and growing successfully across Australia.

Job Description

Leading and Developing People

  • Participate in the recruitment and selection processes locally.
  • Co-facilitate employee on-boarding / Contact Centre Induction Program (as required) and providing a high level of support to new team members following induction.
  • Undertake monthly training needs assessments to determine individual training / coaching needs
  • Facilitate interactive learning sessions prior to the release of new meals, deliver new menu training prior to each season commencing and organise taste testings, quizzes, esky unpack (PowerPoint Presentations) and complementary programs.
  • Responsible for completing the annual and half yearly performance appraisal process
  • Lead by example. Be a strong role model.
  • Responsible for fostering a culture of learning, development and continuous improvement, customer service excellence and highly positive customer outcomes and experiences.
  • Social club established and embedded. Develop a calendar with regular team events to drive a happy, engaged, and positive team culture.
  • Maintain a health and safety culture within the Contact Centre environment.

Contact Centre Performance

  • Responsible for ensuring your team members achieve all primary and secondary KPI's listed within the Contact Centre Dashboard.
  • Facilitate the end-to-end call quality and evaluation process for each team member; evaluating calls against the Service Excellence and Call Quality Framework.
  • Responsible for complaint management within the team
  • Responsible for ensuring team members are compliant, and adhere to established processes, policies, procedures, systems, and guidelines.
  • Monitor all Contact Centre / team-based workflow / non phone-based activities to ensure workflow is completed while set telephony KPI's are continually achieved.

Administration/Other Responsibilities

  • Maintain expert knowledge of all systems, products, processes, policies and procedures.
  • Responsible for reporting and escalating any IT system related issues immediately including CRM, phone system, website etc.
  • Monitor Social Media. Monitor assigners and assignees. Ensure strict social media principles, processes and policies are being adhered to at all times.
  • Any other tasks and activities as directed from management team.
  • Note that as our Contact Centres operate 7 days per week, Team Leaders will (on occasion) be required to work outside of normal business hours, including some work on weekends.

The Successful Applicant

  • Experience as a Customer Service Team Leader or Contact Centre Team Leader
  • Strong administration skills and experience and ability to continually achieve set deadlines.
  • Ability to manage all inbound & outbound workflow effectively and efficiently in a high-volume environment.
  • Excellent communication skills both verbally and written.
  • Demonstrated experience supervising, coaching and leading team members to achieve set KPI's
  • Strong commitment and ability to ensuring team members deliver exceptional customer service and experience outcomes.
  • IT proficient in full suite of Microsoft office and desktop computer skills.
  • Be highly motivated and enthusiastic with a genuine passion for leading, development and continuous improvement
  • Passion for providing a world class customer experience and coaching and leading contact centre team members to do the same
  • Strong relationship management and interpersonal skills able to effortlessly build and maintain highly positive, productive, and professional working relationships with all key stakeholders including internal, external, partners, suppliers, contractors.
  • Results focused and committed to achieving positive outcomes.

What's on Offer

  • Competitive Salary
  • Motivating and supportive team environment
  • On-site Personal Trainer and physio (Free)
  • On-site Gym
  • Discounted and occasional free food
  • Family Days
  • Social Events
  • Discretionary Christmas Bonuses
Holly-Leigh Prophet
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Job summary

Customer Service
Call Centre
What is your area of specialisation?
FMCG (Fast Moving Consumer Goods)
Eastern Creek
Job Type:
Consultant name
Holly-Leigh Prophet
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Job Reference

About Page Personnel

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know. PageGroup acknowledge and pay our respects to the Traditional Custodians of the land we operate on.