This position is no longer open for applications

Customer Service Team Leader
$90-95k+super
Full time, permanent
Surry Hills/Central Station and work form home

Do you have exceptional customer service and management skills and want to make a difference?

This is a fantastic opportunity to combine your passion with true purpose within this professional, well established, and globally recognised not-for-profit. As the first point of contact, you will be helping people find out more about the organisation, engage their support and strengthen existing relationships with donors.. This role will see you manage a dedicated team and help them excel, giving you the chance to make an impact within the world’s largest NFP of its kind. An amazing opportunity to take your customer service skills to a whole new level in your career journey.

Duties include but are not limited to:

• Managing the daily operations of the Supporter Relations team, delivering excellence in customer service by managing resources and workloads effectively.
• Collaborating with internal stakeholders to align the team’s public-facing communications to the organisational strategy and to prepare the team for key campaigns
• Providing training and coaching to the team on the organisation’s strategy, programs & campaigns, technology platforms, performance standards & processes, complaint handling & issues management.
• Contributing to operational planning and delivery
• Team leadership in building a high performance staff, facilitates change through people, and develops individual competence by coaching, developing and retaining talent.

Skills needed:

• Proven experience leading and managing staff in a customer service environment with a focus on high performance team working, motivation and resilience.
• Demonstrated experience in developing and delivering donor or customer s service programs against KPIs.
• Proven ability to ensure that high standards of donor or customer care are developed and embedded into work practices within a team.
• A track record in overseeing and achieving call rates to exceptional call and data handling standards.
• Strong ability in implementing and/or improving information systems, new technologies, workflows, and processes.
• Excellent communication skills (influencing, promotional, conflict resolution, and relationship management).
• Well-developed reporting skills. Intermediate level in MS Office and CRM systems.
• Ability to think creatively with the initiative to proactively solve problems.
• High attention to detail, accuracy and confidentiality in dealing with sensitive data.