Customer Service Lead – Empowering Families and Young PeopleAre you passionate about delivering exceptional customer experiences and leading a high-performing team? Join Y Kinders as our new Customer Service Lead and make a meaningful impact on families and young children across Victoria.About UsAt the Y, we are committed to enriching the lives of children, young people, and families in over 100 communities across Victoria. Through innovative programs, we strive to inspire every child to reach their potential.Our mission is to empower communities to build a sustainable and inclusive world, and we uphold core values of Honesty, Respect, Caring, and Responsibility.Your RoleAs the Customer Service Lead, you will oversee the customer journey across our Children's Services programs, ensuring every interaction is seamless, supportive, and family-focused.You'll lead and inspire a team of customer service professionals, ensuring excellence in service delivery while driving continuous improvements. Your work will involve collaborating with cross-functional teams to enhance our offerings and ensure compliance with all regulatory standards.Key ResponsibilitiesLead and Inspire: Foster a collaborative and positive team environment, providing guidance and professional development opportunities for your team.Operational Excellence: Oversee daily activities, ensure effective service delivery, and support strategic improvements.Customer Advocacy: Handle escalations, resolve complaints empathetically, and champion the voice of our families.Data Insights: Use analytics to identify trends, support decision-making, and refine strategies.Compliance: Maintain standards in line with regulations and organizational policies.Why Choose Us?Work-Life Balance: Flexible arrangements designed to support your personal and professional needs.Supportive Culture: Be part of a respectful, diverse, and inclusive workplace where your contributions are celebrated.Career Growth: Unlock opportunities across our Children's Programs and broader Y organisation.Your Skills and ExperienceWe're looking for a motivated leader with:Proven experience managing customer service teams, with a passion for delivering exceptional family-focused services.Strong communication and problem-solving skills to handle complex inquiries and drive team performance.Proficiency in data analysis and reporting to inform strategic improvements.Experience with customer management tools or ticketing systems is an advantage.Join Us and Find Your YThis is more than a job – it's your chance to inspire change, lead a dynamic team, and make a lasting difference in the lives of young people and families.Click "Apply" today to start your journey with Y Kinders. Applications will be assessed as they are received.At the Y, we are committed to creating a safe, inclusive, and equitable environment for all. We conduct comprehensive screening to ensure the safety of children and young people.Diversity and inclusion are at the heart of our values, and we encourage applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, and people with disabilities.Role: Customer Service LeadJob Type: Full TimeStart Date: 1 February 2025 or negotiable with suitable candidateQualification: Diploma (or above) in Business AdministrationInterested?For a confidential discussion please contact Carly Middleton via ****** apply please follow the link below under Selection Criteria.Please Note: For all roles, a Resume, Cover Letter, and a completed Key Selection Criteria must be attached and uploaded in your application. We accept online applications only. Email applications will not be accepted.The successful applicant will be required to undertake a National Police Check and maintain a valid employment Working with Children Check whilst employed in this position.Prior to being appointed to this position, it is required that there is a full disclosure of any pre-existing injuries or disease that might be affected by employment in this position.Selection CriteriaFor more information about our role or to view the key selection criteria please click on the link below to view the position description for this role.Position Description- Customer Service LeadAbout The OrganisationY Ballarat, including our Board of Directors, are committed to the safety and wellbeing of children and young people in accordance with our Safeguarding Children and Young People frameworks.Y Ballarat requires all applicants to undergo checks prior to commencement including police checks, international police checks, WWCC, and reference checks as a minimum.The Y Ballarat is a recognised Safeguarding Children and Young People organisation, independently reviewed by the ACF.
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