Team Leader

All vacancies of AustraliaCall Centre & Customer ServiceTeam Leader

Exciting opportunities for experienced Team Leaders to join our Customer Service Centre team based in Forest Hill. Full Time Fixed Term contract.

Summary about this job

Supervisors/Team Leaders

Company: Bolton Clarke

Location: Melbourne

Work type: Contract/Temp

Salary: $70-$75k dep. on exeperience + super + packaging

Phone: +61-8-7873-5095

Fax: +61-2-5107-9452

E-mail: n\a

Site:

Detail information about job Team Leader. Terms and conditions vacancy

  • Work for a leading not for profit organisation in the aged care sector
  • Full Time hours - Fixed Term Contract till June 2019
  • Based in our new offices in Forest Hill

The Role:

Based in our new offices in Forest Hill, our Team Leaders contribute to the safe and reliable telephone based operations of the Customer Service Centre. This role provides effective and efficient support to team members to achieve the CSC's programs goals and a high level of customer service.


Your role:
  • Monitors service demand, service quality and service performance to ensure service levels are met on a daily basis
  • Respond to all non-clinical escalation matters
  • Customer complaints and escalated issue resolution from both an internal and external perspective
  • Facilitate and co-ordinate meetings within the team for review of procedures, growth and customer/internal issues.
  • Coach and mentor call centre team through timely feedback and clearly defined expectations, inclusive of performing QA and one on one training in consultation with the Contact centres operational manager
  • Contribute to the development and implementation of the Operational Plan for the CSC to ensure all contractual obligations are met within budget
  • Work collaboratively with all members of the team to ensure operational goals are achieved
  • Promote and strengthen the Bolton Clarke profile as a service provider of choice through relationship management of both internal and external stakeholders by demonstrating excellent customer service principles


What do we need from you?
  • Experience in a Contact Centre Team Leader role in a dynamic work environment organizing staff, their workloads, and managing service demand
  • Significant experience and services knowledge relevant to the Contact Centre functions
  • Demonstrated excellent customer service knowledge, interpersonal skills and telephone manner
  • Strong negotiation and conflict resolution skills with the ability to provide and negotiate effective and efficient courses of action to customer requirements
  • Excellent Computer literacy skills.
  • Ability to support staff to achieve provision of high level of customer service
  • Ability to work effectively in a team environment


Our benefits
  • Work/Life Balance
  • Salary packaging - Up to $15,900 tax free
  • Private Health Insurance Discounts
  • Employee Assistance Program
  • Free Annual Flu Vaccinations
  • Purchased annual leave


Want to work in one of Australia’s biggest growth sectors and make a real difference? Apply today.



Our People

Our Values are at the heart of everything we do. We will always put our people first to ensure customer satisfaction and make a positive difference in our communities. The people who work for Bolton Clarke are at the centre of ensuring this through taking ownership of our roles and working collaboratively with those around us.

We are an equal opportunity employer that values diversity and inclusion. We recognise a diverse workforce contributes to better business outcomes. We are committed to creating a workplace where all employees have equal access.


Our Story

More services, supporting and enabling more people right across the country. That’s the reason RSL Care and RDNS came together. While some things change, some important things won’t. Our long held values of compassion and respect remain at the heart of everything we do. Our combined experience of over 200 years of service means we can deliver the highest standard of professional support and clinical care.


All Bolton Clarke employees must be entitled to work in Australia and obtain a Federal Police Clearance.

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