Shared Services Team Leader (Customer Service)

5 Full time permanent opportunities, Located at Dubbo, Wollongong, Wagga Wagga, Bega, Goulburn, Join a team committed to putting People at the Heart.Transport Service Grade 7 $101,429 - $113,601 + employers contribution to superannuation annual leave loading and flex leave

  • x3 Full time permanent opportunities
  • Located at Dubbo and Parkes

Agency Overview

At Transport for NSW (TfNSW), people are at the centre of everything we do and the driving force of our success. Its a team that will affect the lives of millions of people every day, connecting the population of NSW and shaping the future of our cities, centres and regions. Its an exciting journey and a great time to join our team as we transform NSW.

The Opportunity

The primary purpose of the Team Leader role is to manage a team of shared services staff at various in providing enquiry and transactional processing services in a multi-channel environment and building a strong customer-service culture. The role identifies and implements opportunities for service delivery improvement in all areas of operations including resource management, building skills and capabilities in the team, and continuously improving processes, systems and the knowledge base.The positions will report into the Senior Manager of Customer Service.

Key accountabilities

  • Manage and coordinate the team and resources to deliver high quality, seamless and responsive tier 0 and tier 1 enquiry and transactional services, ensuring that approved procedures and processes are consistently applied to deliver services in a compliant and efficient manner.

  • Manage more complex enquiries, transactions and the provision of value-adding services and monitor the solution of these to ensure issues have been fully resolved.

  • Role model a strong customer service culture and communicate with customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.

  • Trouble-shoot and problem solve recurring customer service issues and ensure the effective adoption of new systems, processes and procedures within team.

  • Take accountability for team performance and achieve agreed customer satisfaction, efficiency and effectiveness KPIs.

  • Manage the work schedule for the team and optimise the allocation of work across the team to ensure effective resource utilisation and meeting of service standards.

We are looking for experienced Team Leaders who lead by example. You will be a natural collaborator with proven experience and success mentoring and developing your team.

You will come from a shared services/contact centre environment with expertise in Customer Service.

 

Applicants from outside the Service line who can demonstrate extensive experience within a shared services, contact centre, corporate or managed service environment will also be highly regarded.

Essential Experience

  • Demonstrated ability to manage, schedule and resource service teams to deliver results in a customer-centric service organisation such as a contact centre, service centre, shared service, or corporate services environment

  • Demonstrated ability to shape the culture of a service team, and developing team behaviours to respond to customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.

  • Demonstrated ability to improve customer experience and advanced skill in building rapport, understand complex customer requirements and resolving the concerns of dissatisfied customers.

  • Demonstrated ability to develop and implement new processes and procedures as new technology, service requirements and work methods emerge.

  • Ability to trouble-shoot root causes and address customer issues in a systemic way, driving continuous improvement outcomes.

Benefits
At Transport our people have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities, health and wellbeing programs and a program that helps you stay connected with work before, during and after parental leave.

  • Salary packaging options (Superannuation/car lease options)
  • Flexible hours between 6am 8pm
  • Flex days & flexible working arrangements
  • Career development and progression
  • Partnership with Fitness Passport for ongoing staff and their families to access more than 390 gyms and pools at a discounted rate

Our Commitment to Diversity

TfNSW are committed to building a diverse and inclusive culture across the Transport cluster, planning for and promoting diversity. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA, people with disabilities, women and other diversity groups. TfNSW recognises the benefits that such an approach brings for our staff and customers in delivering the future of NSW.

If you are looking for an environment in which you can contribute to creating a legacy of achievement that will last for generations, and enjoy a flexible and diverse working environment which values collaboration and personal development, then wed like to meet you.


How to Apply

To apply for this position, please submit aresume and brief covering letter(cover letter no longer than two pages) which addresses:

a) The reason for your interest, and

b) Most Significant and relevant achievement

c) Clearly highlight your preferred location/s in order of preference

External applicants. Applications close: 11:59 PM, Sunday 22nd March 2020.

16/03/2020 $0 Dubbo & Central NSW 1 Call Centre & Customer Service
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