Client Service Team Leader

Written by Anton Murray Consulting Consulting on .

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Location: Sydney

Salary description: Up to $90k depending on previous experience

  • $50-100k AUD Equivalent
  • Permanent
  • 3 to 7 years of experience

Our client is an expanding business looking for a confident and experienced financial services client service/call centre team leader to manage a team of up to 10 people. They will provide leadership, guidance and support to the team whilst maintaining high levels of quality client interaction.

Key Responsibilities:

  • Managing the daily running of the team
  • Ensure KPI metrics are achieved, setting and meeting performance targets
  • Manage outbound call campaigns and provide structured and accurate reports
  • In order to support the team, handle the most complex complaints
  • Manage costs effectively in line with budget requirements
  • Create training plans for all new employees to ensure effective training opportunities
  • Provide leadership and support to direct reports in the Response Centre
  • Engage and motivate direct reports to ensure morale in team is high at all times
  • Manage recruitment and workforce planning at all times
  • Supporting the Operations Manager and other business units in projects
  • Putting controls in place to ensure department operates in line with corporate objectives
  • Responsibility to identify poor performers, set expectations, provide training and measure performance
  • Perform call monitoring each month to identify training requirements and to provide feedback to agents to improve
  • Establishing clear communication channels and liaising with Team leaders, Departmental heads and third/external parties to gather information and resolve issues
  • Handling the most complex customer complaints or enquiries and first point of contact for escalations from Team Leaders and Department Heads
  • Addressing process, procedure, quality concerns and reducing error rate and inefficiency
  • Play a significant role in long-term planning, including initiatives geared toward operational and service excellence

Ideal candidate will have experience managing teams in a financial services call centre environment and bring high energy, integrity and a collaborative leadership style.

Contact Us in Sydney


Phone:+61 2 8246 8900

Hiring Staff: hire@antonmurray.com

Seeking Work: apply@antonmurray.com

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