Customer Solutions Team Leader

Details of the offer

Company: Ampol
People leadership role making an impactful difference and powering excellent customer serviceWork with a passionate, collaborative and diverse teamAbout Ampol: Ampol has been proudly fuelling Australia since 1900, from humble beginnings, through 120 years of growth and change. We are the operational heart of the business, responsible for the refinement and distribution of petrol and petroleum products. Our operations span the country and working with us will provide you with the opportunity to meet a diverse team of experts who help make Ampol the energy supply chain leader it is today.
This purpose reflects our commitment to delivering value for our customers and our people now, through safe, reliable, and competitive operations. As we look to the future, we will continue to innovate through new energy and fuel solutions to deliver on powering better journeys, today and tomorrow.
About the role: Reporting to the Customer Service Operations Manager, this is an exciting opportunity to lead a high performance, high energy, and collaborative team in a permanent position as a Customer Solutions Team Leader based in our Alexandria Head Office.
This role leads and coordinates the day-to-day operations of a team of service agents in Ampol who are responsible for responding to customer enquiries regarding our products and services across multiple communication channels including phone, email, chat and social.
This role will suit a contact centre professional who enjoys leading a high-performance team and supporting their growth into other key areas within Customer Service and the wider Ampol business.
There is the opportunity to work flexibly, including hybrid working arrangements.
Key responsibilities: Responsible for recruitment, selection, and performance management activities of the team.Coordinate day-to-day operations and serve as point of escalation for customers and team members.Responsible for intra-day resource and workload management to optimise productivity of the team and meet SLAs.Implement best practice protocols to ensure SLAs are understood by staff and maintained accordingly.Ongoing people leadership including agent compliance and quality coaching, growth and development plans and cultural action plans.Maintain a thorough working knowledge of Ampol's product and service offerings.Mentor new starters and oversee their initial onboarding into the team.Advocate for and represent the customer and Customer Service accordingly.Ensure compliance to legal and regulatory requirements relevant to portfolio.Apply your systems knowledge to navigate data and processes to assist team needs.Manage competing priorities and work as part of a larger team.Think differently to achieve outcomes.About you: You will be a self-motivated individual with well-honed communication skills and 2+ years of experience leading a team within a Customer Service environment in financial services, government, retail, hospitality or similar environment.
You will be accustomed to a fast-paced role as the team covers a high number of interactions from our customer base (approx. 500-600 interactions per day).
You will have a minimum qualification at HSC level, solid computer literacy skills with experience in the use of Microsoft Office Suite, Salesforce, and Genesys Cloud. Experience with SAP, Way4 and other ERPs highly desirable. A tertiary qualification in business or a related field will be highly regarded.
You will also possess a continuous improvement mindset and have an appetite to learn.
Key skills and experience: 5+ years' experience working in Customer Service/operations team environment.2+ years' experience supervising and/or coaching a team.Demonstrable evidence of achieving or exceeding operational targets & SLAs.Experience working with multiple internal and external stakeholders.Experience with implementing process improvements which have delivered commercial value or customer benefit.Strong numeric, analytical, accuracy and problem-solving skills; able to draw and interpret insights from data.Strong networking skills with ability to direct and influence key stakeholders.Strong attention to detail.Exceptional verbal, grammatical and written communication skills.Good interpersonal and collaborative team working skills.Experience in root cause analysis/investigation capability.A quick learner with a strong desire to enhance and expand your knowledge and capabilities.A continuous improvement mindset with the ability to challenge the status quo.Ability to work effectively under pressure, autonomously and meet performance and service level targets.Want to take your career to the next level? Apply today. Applications close 17 January 2025 Note we will be reviewing and shortlisting applications from the 8 January 2025.

#J-18808-Ljbffr


Nominal Salary: To be agreed

Source: Jobleads

Job Function:

Requirements

Practice Manager

Location: Kogarah, NSW 2217Job Type: Part-TimePay: Negotiable, as per experience and proven track record. About Us:Blue Shield Family General Practice is a w...


Blue Shield Family General Practice - New South Wales

Published 9 days ago

Harvey Norman Global Pty Limited | Administration Clerk

Apply now Job no: 565403 Work type: Part Time Location: Berrimah Categories: Administration Part Time Position Guaranteed base earnings Paths for career pro...


Tideri Jobbörse - New South Wales

Published 9 days ago

Practice Manager - Greencross Nedlands

The Greencross Nedlands practice comprises of a strong and experienced team of vets, nurses and support staff who pride themselves on delivering the best sta...


Greencross Limited - New South Wales

Published 9 days ago

Assistant Retail Store Manager | Peter Alexander | Bondi

We seek only the best candidates who are passionate brand ambassadors and determined to contribute to our team's performance. We are always on the look-out f...


Just - New South Wales

Published 9 days ago

Built at: 2024-12-25T03:36:29.916Z