Live Chat Team Manager

Summary about this job

Detail information about job Live Chat Team Manager. Terms and conditions vacancy

• Steer a new team in a new role to success!
• Epping, until late 2018, then moving to Concord West
• Afternoon shift, 12pm - 11pm M - F

Pioneer a new and exciting WebChat team as their influential and innovative manager.

Your new company
This Big 4 Bank is well recognised for being the leader in their class for customer experience as well as their focus on innovation and the community. They are one team of people with the same mission - to be one of the world's great service companies.

At this bank, providing great customer service is about being able to pick up on the small details that help you understand people and their needs. In return, you'll be rewarded with a career where you're listened to, and given every opportunity to progress.

Your new role
As the Team Manager for the WebChat Bankers, you will be responsible for:

• Driving a new team of 13 bankers in a role that has recently been created
• Ensuring your team is delivering a superior customer experience managing service enquiries across a range of consumer products via WebChat
• Leading by example and connecting with customers through a personalised service, building rapport and trust by being open and honest, whilst delivering on customer service accurately and quickly through digital channels
• Work innovatively to develop and achieve success in a team that will be pioneering this role in the business, whilst receiving support and reporting into a long-tenure Manager
• Taking on escalations and customer complaints
• Providing coaching, monitoring and development plans for your bankers to ensure they are on the route to success within the business

What you'll need to succeed

• Previous experience in a customer service / contact centre role
• Previous experience in leadership
• Banking/Finance experience or Live Chat experience will be highly regarded
• Excellent written and verbal communication skills
• Adaptability, initiative and a strong change management principles
• Availability to work a rotational shift roster from Monday to Friday 12pm to 11pm

What you'll get in return

• $80k + super
• The opportunity to pioneer a newly created team and encouragement in bringing external expertise to the business
• Training and development opportunities and tools to help you grow in your career
• Access to some of the best banking, wealth and insurance benefits in the market
• Encouraged to participate in the community through paid volunteer and secondments available

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Helen Revell now on 02 8062 6149.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.