Contact Centre Team Leader

Summary about this job

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

We're looking for a full-time career-driven Team Leader who is focused on delivering exceptional customer service.
 
About the Role:
Reporting to the Contact Centre Manager, the role of the Team Leader will be to manage a team of Helpline Consultants with a strong commitment to providing superior, innovative and professional front line service and high quality support for member?s inquiries. In addition, you will also be responsible for:

• Providing the necessary information and general advice to resolve inquiries in relation to the Mercer Super Trust, corporate superannuation funds, public offer funds, on-line services, retail superannuation products, and New Zealand superannuation products
  
• Providing technical support, mentoring and training to other Helpline Consultants to build an effective, strong and positive working relationships with internal stakeholders
  
• Ensuring superior professional front-line support for all queries in relation to Mercer superannuation products, on-line systems and general superannuation legislative issues are met in an efficient, professional and friendly manner
  

About You:
To be successful in this role, you will ideally have:

• Atleast 2-3 years team leading experience in a call centre environment, it would be advantageous to have experience in superannuation or financial organization in a customer focussed role
  
• Tertiary qualifications along with industry certified customer service courses will be highly regarded
  
• Superior verbal and written communication, and interpersonal skills with the ability to influence outcomes at all levels within the team
  
• Strong motivation and mentoring skills for optimal team performance
  

 
About Mercer
At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We?re in the business of creating more secure and rewarding futures for our clients and their employees ? whether we?re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. At Mercer, we say we Make Tomorrow, Today.
 
Applications will only be accepted from candidates that have the appropriate approval to work in Australia. Successful applicants will be required to complete Criminal Record check prior to commencement of employment. Please note should your resume be shortlisted, you will receive a link from HireVue to complete a digital video interview as part of the recruitment process.
 
Mercer is an equal opportunity employer committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex (including intersex), marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity.