Customer Experience Team Leader

  • Drive and manage quality customer experience through effective coaching and leadership
  • Work in a great team environment that focusses on the development of its people
  • Work business hours have evenings and weekends to yourself
  • Excellent salary and benefits including salary sacrificing


Our client, a Victorian Local Council located in the eastern suburbs of Melbourne has two newly created Customer Experience Team Leader roles. Delivering the highest quality and pro-active Customer Service to its customers, you will lead and coach a team that is responsible for delivering a great customer experience to customers across multiple channels including front counter, telephone and email. 

The Great Opportunity

The Customer Experience Leader is responsible for leading and coaching a team of customer service professionals and ensuring a quality of interface between the community and the Council.  Your role will involve coaching, monitoring and undertaking reporting of the Customer Service Team Members leveraging newly designed best practice Quality and Coaching Frameworks to drive and manage quality customer experience through effective coaching and leadership. 

You will promote continuous learning and knowledge improvement and develop and implementing learning initiatives and activities.  The role aims to ensure that service delivery continues to deliver an excellent customer experience while maintaining a high level of accuracy.  Key to the success of the role is your ability to actively build positive, cooperative relationships throughout the organisation and community.

As the Team Leader, you will focus on daily real-time management, ensure exceptional customer service is delivered and work to maintain a pro-active and responsive approach to customer serviced delivery. You will also enjoy coaching and developing your team to develop their industry expertise.


Essential Skills and Experience

  • Minimum of 5 years of experience as a Team Leader or Coach in a contact centre environment (front of house experience also preferred)
  • Demonstrated ability to create cultures of staff capability and customer centricity with proven experience in people management, leading, coaching, training and developing staff in a diverse Customer Service Team to ensure high performance.
  • Sound written and verbal communications skills and a demonstrated ability to listen, understand and negotiate successful outcomes.
  • Proven ability to understand individual learning styles and ability to adapt coaching techniques accordingly to enhance performance and provide constructive feedback.
  • Sound ability and demonstrated capacity to building positive relationships and work collaboratively with internal and external stakeholders.
  • Proven strong time management skills, setting priorities, planning and organising own work in an efficient and timely manner.
  • Preparation of operational reporting in a contact centre environment
  • Local government experience will be highly regarded.


This role is perfect for a passionate CX and EX professional!


How to apply 

  Apply online with your resume and covering letter addressing the key selection criteria. 

Application close on 20 November 2019.  


You must have the right to live and work in Australia.

This role does not have provisions to accept overseas applications.


04/11/2019 $0 Eastern Suburbs 1 Call Centre & Customer Service
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