Job Title- Team Leader BOH Role Type- 6 Months Secondment Position Reports to: Back of House Team Manager Role Purpose As a Team Leader, your primary responsibility will be assisting in developing, leading and supporting employees to achieve superior Customer Service outcomes through effective leadership aligned to business strategies.
Key Responsibilities · Review Quality monitoring to facilitate constant improvement. Proactively identify risks and trends
· Lead and drive an inclusive culture which is underpinned by the Civica Way
· Coach, mentor, motivate and develop service consultants, to enable them to be successful in their role and to achieve business targets and acknowledge success
· Identify opportunities for increased performance through team effectiveness and continuous improvement initiatives, including work changes, reward & recognition, career discussions, talent and succession planning
· Analyse and understand team performance metrics as well as being able to identify reasons for performance outliers including the setting of SMART objectives that support the achievement of business objectives
· Proactively manage your resources with support from the workforce management team in line with workloads
· Undertake regular Quality monitoring in order to facilitate constant improvement and enable first contact resolution. Proactively identify risks, trends and mitigation strategies
· Implement plans to coach and lift performance to necessary levels and take action to address unsatisfactory performance
· Be aware and familiar with the Enterprise bargaining agreement terms & Conditions
Duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.
Essential Competencies · Culture Champion
· Customer Centric
· Results focused
· Self-Aware
· Innovator
· Talent Multiplier
Special skills, knowledge and attitude: · More than12 months experience in team leadership
· Strong communication Skills
· Intermediate computer skills
· Negotiation & employee development experience
· Strong influencing & coaching skill
Why you'll love working with us We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia. Note: Please note that this job will be closed on 13th May 2024.
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