Customer Service Team Leader

Job Description

• Job Summary

The Customer Service Team Leader will lead, mentor, coach and develop a team of high performing Customer Service Agents and support other Customer Care team members located within the same facility.

Lead, support and develop a team of Customer Service Agents to deliver the highest standards of customer service to students

Ensure that student enquiries are dealt with in accordance with performance and service standards

Regular call monitoring to improve quality, identify coaching opportunities and improve team performance

Ensure team complies with all relevant policies, processes and procedures and address non-compliance with agents

Regularly review work processes for areas of improvement

Take escalated calls from agents where resolution cannot be achieved

Provide exceptional levels of customer service to students through high quality, accurate and timely responses to student enquiries

Manage and resolve customer issues, or escalate as required

Educate the student on alternative ways to seek information, e.g.

self-service Student Hub / My Hub.

Record all student interactions in the Student Records Management System

Encourage customer feedback and ensure this is communicated to the Senior Customer Service Agent and Customer Care Manager.

Identify, select and recruit appropriately skilled staff for the positions that report to the role

Lead, direct and develop a high performing team whose main priorities are accountability, efficiency, accuracy and service to stakeholders / customers

Performance management in line with the Clients' Performance Management policy

Drive staff engagement within the team by providing regular communication, mentoring, coaching, active leadership, regular meaningful team meetings / 1 : 1

ME time meetings, professional development support and action planning.

Active support and advocacy for company initiatives.

When the company deems applicable, complete quality performance management cycles in a timely manner including goal setting and monitoring, scheduling formal bi-annual feedback conversations and recording feedback / action plans.

Lead a team who build collaborative relationships across all areas of the business actively model and facilitate learning and development within the team

Demonstrate the practice of Positive Leadership

Complete Allocated work and projects similar to your position description as directed by your manager by the time required

Act in line with Client's Code of Conduct and all policies and procedures, and any relevant external legislative requirements

Maintain appropriate conduct at all times including acting in line with the Client's Movement, Spirit and belief

Maintain TEQSA / ASQA standards

Maintain Standards for RTOs 2015 and the Higher Education Standards Framework

Qualifications And Requirements

Proven customer service experience, ideally in a higher education environment.

Previous experience in training and mentoring staff.

Sound working knowledge of Microsoft Excel.

Ability to work autonomously and as part of a team.

Excellent written and verbal communication skills.

Able to quickly understand and articulate new processes and technologies

The Customer Service Team Leader is responsible for the day to day management of a team of Customer Service Agents responsible for handling inbound student enquiries and providing high quality, efficient customer service