Customer Service Team Leader

Job description

This is a full time position initially being offered on a 6 month contract with the potential to go permanent. Working hours: 8 hours a day Monday – Friday based in North Sydney. 
 
My client is looking for somebody from a Tel-Co or Energy background who has had experience of leading a team. 
 
Duties to include:

• Manage a shared inbox and phone line for all incoming requests, approx. 10 enquiries a day. Majority of the requests will be via email
• Provide in-house customer support for all power related questions, risks and issues. Handle any 1st level enquires; these may include requests for information, access to internal policy related documents, advice regarding power supply providers, etc.
• Liaise with any external providers (power companies) to resolve issues / enquiries
• Provide superior customer service
• Escalate any issues to the relevant engineers, power specialist or technical manager
• Adhere to SLA’s, respond to all requests in a timely manner
• Follow up on any escalations
• Work with relevant technical manager to ensure all requests are responded to
• Manage the customer’s expectations in terms of timeliness of Responses
• Developing and monitoring ongoing continuous improvement programs related to the power support centre
• The successful candidate must have exceptional, demonstrated customer service experience
• Previous experience in a call centre as a team leader or manager a must
• Must have previous experience working in a call centre for an energy or telecommunications company
• Exceptional stakeholder engagement experience, as well as communication skills both written and verbal
• Ability to hit the ground running, while training and on-going support will be provided it is expected the successful candidate will be able to pick this up quite quickly

Unfortunately we will not accept candidates on a working holiday visa due to the roles potential of becoming permanent. Please apply now!