newCustomer Care Team Leader

Date Posted: 2 days ago
Melbourne VIC+1 location•Remote

Job Description

Team Leader, Customer Care

What we can offer:

  • Development with a reputable company
  • Working from home arrangements

Shifts Available:

Tuesday – Saturday 1.15pm – 10:00pm

Sunday – Thursday 1-15pm – 10:00pm

Tuesday – Saturday 7:00am – 3.21pm

About us

Our Direct Banking team is a team of passionate customer service representatives who support our customer with their online and phone banking activities. Operating 24 hours day, 7 days a week, our team is always available to support our customer with their enquiries and provide the best in class service.

Your responsibilities

As a Team Leader you will be required to lead from the front and motivate your team to achieve their best, whilst providing strong coaching and promoting development opportunities. You will also be responsible for:

  • Leading a team to drive customer outcomes that are right first time and within the agreed timeframes
  • Leading the day to day running of the team by monitoring and analysing team performance and workflows, utilising standardised systems and reporting
  • Identifying, driving and delivering continuous improvement and efficiency enhancements to create experiences our customers love
  • Building internal and external relationships through the use of superior stakeholder management techniques and customer service skills
  • Planning and executing risk mitigating procedures and reporting and discussing the results of your risk management
  • Scheduling and people planning requirements eg ensuring appropriate cover across the teams core hours
  • Use the Group's people management systems and policies to effectively manage people and complete all required people management activities

About you

You will be an experienced team leader with strong people management skills, who can comfortably provide support, mentorship and development to their people to create a strong team environment. You will also possess a strong risk mindset, able to identify and mitigate risks at first opportunity.

Other qualities you possess include:

  • Effective customer service, stakeholder management and negotiating skills
  • Attention to detail, accuracy and ability to work to deadlines.
  • Ability to set performance targets and motivate / coach team members to achieve.
  • Demonstrated ability to drive a continuous improvement culture within a team.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 29/09/2021

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