Customer Service Team Leader

Customer Service Team Leader
 
The Lost Dogs' Home is one of the country's largest animal welfare organisations, caring for more than 25,000 cats and dogs each year. We pride ourselves on employing qualified individuals who demonstrate a strong personal connection to animals, the community and the cause.
 
The purpose of the Customer Service Team is to provide an empathetic and supportive experience for the community and the animals in our care. We collectively promote a respectful and passionate team culture to maintain an inclusive and inspired workplace.
 
The role:

We are currently looking for an experienced Customer Service Team Leader to join our Customer Service team on an initial 3 month fixed term full-time contract. The Customer service Team Leader is primarily responsible for leading, coaching and developing our Customer Service Officers to ensure that they provide the highest level of customer service to the Home’s internal and external clients.
 
The Customer Service Team Leader will ensure that an efficient and professional service is provided and maintained with the focus on positive outcomes for both clients and their animals. The incumbent will be responsible for assisting the team where possible to carry out daily duties and for managing employee administration such as leave requests, rosters and employee grievances.
 
The successful candidate will have sound animal welfare ethics, will demonstrate empathy and a non-judgemental nature, and will have strong leadership capabilities. Flexibility to work on a rotating roster with flexible hours including weekends is essential.
 
The customer service team leader works within the scope of policies and procedures of the Lost Dogs’ Home and the Code of Practice of Shelters and Pounds.
 
Key responsibilities include:

• delegating daily tasks to the team
• creating rosters within budget
• processing employee timesheets and leave requests
• managing time and attendance
• addressing staff grievances and escalating to General Manager/HR as required
• mentoring, supporting and developing the team including recognising areas for further training
• ensuring all staff are adequately trained in customer service and OH&S procedures
• providing excellent customer service experiences to all internal and external stakeholders on the phone and face to face
• coaching and developing team members in the area of customer service ensuring that the team is providing a high level of customer service to all stakeholders
• liaising with clients and facilitating animal reclaims, surrenders and public strays
• delivering the Lost Dogs’ Home’s key messages about responsible pet ownership to members of the public
• building positive relationships with donors and members of the public
• resolving disputes and handling customer complaints and escalations
• assisting in safe handling of cats, dogs and other domestic animals
• monitor team activities and provide regular positive and constructive feedback to team members addressing any shortfalls in performance

The successful applicant will have:

• Ability to lead as well as work in a team
• Proven experience successfully leading a team of 5+ members is essential
• Relevant qualification in a business administration / customer service desirable but not mandatory
• Excellent verbal and written communication skills
• Knowledge of applicable legislation/regulations – desirable
• Operating within a highly structured environment with a focus on policies and procedures
• effective management of difficult clients in a professional and constructive manner
• Communicating effectively to a wide cross section of people
• Working with planning, organizing and implementing programs
• Working in a high stress and emotionally charged environment
• Strong customer service orientation
• Excellent problem-solving skills
• Ability to prioritise tasks and demonstrate effective time management skills
• Ability to work a rotating roster with flexible hours including weekends is essential

What you will get in return:

• Fantastic career development and opportunities
• Discounts in our vet clinic
• Access to our Employee Assistance Program
• Access to the Foster Care Program
• A unique and friendly working environment (surrounded by animals!)
• Rewarding work with animals in need

If you believe you have the maturity, leadership capabilities and passion to be successful in this role, please apply in confidence via our website https://dogshome.com/careers/current-vacancies/ or by clicking APPLY, ensuring you provide a cover letter and updated resume in Word or PDF format. If you have any questions, please contact [email protected]. 
 
Applications for this role will close on Wednesday 18 July, 5pm (AEST).
 
The Lost Dogs’ Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.