Contact Centre Team Leader – Glenfield

  • Glenfield
  • Full time
  • 23 October, 2019

Contact Centre Team Leader

A new opportunity is available for an experienced contact centre team leader to join our award-winning organisation. We’re looking for someone who can help grow our team and take our customer service to the next level (and we think we’re already pretty great!). You’ll need to be super organised, have great communication skills, be a natural multi-tasker, love helping solve complex challenges, have solid experience using a CRM system, and most of all, bring strong people management skills.

In this role you’ll work alongside the team, supporting them to take inbound calls from customers, answer enquiries by providing information and giving guidance, make follow up outbound calls and handle complex enquiries. We have two teams within our contact centre, a Customer Relations Team and a Scheduling Team, and this role supports both teams. You’ll have great support from your manager and be joining a team who are passionate about aged care and making a complex journey the best it can be.

Your role is varied and dynamic, with great opportunities to deliver, and support the team to deliver, a fantastic experience to our customers every day and help make their experience of aged care and Whiddon a great one. This is a full-time position, with a regular roster and shifts Monday to Friday between 8am and 7pm.

A normal day looks like…

Every day is varied and our team love the variety of customer queries that they support on a day to day basis.

You’ll be taking inbound calls from  current and potential customers, answering customer questions, providing information about Whiddon’s aged care services, providing guidance and information to help them navigate the aged care system and choose the right care solution for them.

You’ll also become an expert in the services and aged care solutions we provide at Whiddon, and be the go-to for the teams around product and service knowledge, processes and systems. Once you’re settled in and have found your feet, you’ll be delivering regular training to the teams, refining processes, and supporting the team through regular meetings.

About you

We’re after a customer service superstar who has experience leading a team in a contact centre. You’ll bring experience working in a contact centre, ideally in a human services industry, be comfortable following and improving processes, and be adept at using a CRM and helping the team grow their skills too.

To support you to achieve in your new role, you’ll bring with you fantastic verbal and written communication skills, an outstanding phone manner, a high level of computer literacy, and exceptional organisation, administration and time management skills. You’ll also bring your people management skills and understand how to motivate and guide people to achieve.

Whiddon does not accept any recruiter or supplier default charges unless under a Whiddon agreement for services.

The successful applicant/s will be required to undertake a criminal record check in accordance with the Aged Care Act 1997.

Applicants are encouraged to apply as soon as possible as applications may be reviewed prior to the closing date; and as such the closing date is subject to change without notice.

Please refer to our Hiring Policies for further detail.