Contact Centre Team Leader

Summary about this job

Detail information about job Contact Centre Team Leader. Terms and conditions vacancy

• Join an Employer of Choice!
• Team Leader experience essential | Customer Service | No Sales
• Great location | Company benefits & perks

Link Group is the largest provider of services in Australia’s superannuation fund administrations industry, which services the fourth largest pension pool in world based on funds under management. 

We put the customer first in everything we do! Come join a company with global reach where you can be the difference. We value integrity with a commitment to building your career as well as encouraging a social and environment conscience

At Link Group our secret to success is our people - having the right people, with the right attitude in the right roles! Due to internal movements we currently have a great opportunity for a Team Leader to join our Contact Centre in our Melbourne office.
 
The Purpose of the role
As the Team Leader, reporting directly to the Contact Centre Manager, you will lead a team of 10 – 15 Customer Service Consultants ensuring the best possible service is provided to every member, on every call. The success of a great Customer Service team is built on the quality of their Team Leader!
 
The Team Leader key responsibilities include but are not limited to:

• Lead a team of 10 – 15 fund consultants 
• Manage workflow to ensure that service standards are met or exceeded
• Assist with enquiries and escalations when needed
• Mentor and coach each team member, ensuring they have the right tools to be the best they can be!
• Develop your team members and support them with career growth and opportunities 
• Ensure all consultants are familiar and up to date will all legislation and fund changes
• Be the first point of contact for all questions, issues and enquiries 
• Continuously monitor resource availability so your team can meet client needs 
• Provide assistance in the recruitment process for your area
• Develop and implement action plans required to meet service standards

About you:

• Proven people leadership skills and experience 
• A drive to develop, coach and mentor others
• Experience managing a large team
• Ability to inspire and motivate a team
• Previous experience managing behavioural issues 
• Superannuation / Insurance experience ideal but not essential
• Ability to communicate at all levels and tailor your style to suit various audiences
• Strong organisational and planning skills 
• Operational experience an advantage 

The ideal candidate will be an adaptable and flexible individual who welcomes any form of change and is able to support the team through anything! You will be positive, motivated and passionate about customer service and delivering best outcomes and you will have the ability to pass this on to your team members.

We are interviewing now and this great opportunity is available when you are!
 
At Link Group we are proud of our diverse and inclusive workforce and we are committed to providing equal employment opportunities to all candidates.

Link Group runs a successful and evolving national Corporate Social Responsibility program.  Join us in helping those disadvantaged (physically or financially), needing assistance with education, addressing health concerns affecting our society, advancing our Indigenous Australians and migrants and securing our environmental future. Together, we can make positive change locally and internationally.

Applications will only be accepted from candidates that have the appropriate rights to work permanently in Australia. Successful applicants will be required to complete background screening prior to commencement of employment.