About us We're a Melbourne based, Australian owned-and-operated Internet Service Provider that provides residential internet and phone connections Australia-wide, with a focus on regional and remote Australian connections.
We offer the full range of nbn products including Fibre, Fixed Wireless and Satellite services.
We have an opening for a Customer Support Supervisor to join us in our growing company.
You are the 1st point of contact for Team Leaders, supporting the team to ensure operational efficiencies and optimisation.
You will work closely with the General Manager of Retail to ensure department objectives are met.
Does this sound interesting?
Learn more about the role below… Team Supervision: Support Team leaders in the daily operations of the customer support team, ensuring all team leaders are ensuring the team members are meeting their performance targets and deliverables.
Provide guidance, mentorship, and coaching to support the team leaders & staff to improve performance and resolve escalated / complex customer issues.
Ensure bi-weekly meetings with TL's are conducted and provide guidance and support.
Supervisor is to then ensure monthly updates are provided to GM or retail and GM is to call for a group monthly or quarterly meeting to address concerns from the group.
Performance Management: Validate key performance indicators (KPIs) such as call handling times, resolution rates, and customer satisfaction scores managed by Team leaders.
Motivate and Guide Team Leaders to ensure the team meets or exceeds established KPIs and service level agreements (SLAs).
Support GM and Retail to Implement performance improvement plans for underperforming team members and recognise top performers.
Customer Interaction Oversight: Work with Team Leader to ensure all customer interactions are handled professionally and in line with company standards.
Address escalated customer issues and complaints, ensuring timely and effective resolution.
Analyse customer feedback and complaints to identify trends and recommend process improvements.
Training and Development: Identify training needs within the team and work with GM-Retail in suggesting/crafting relevant training sessions to enhance skills and knowledge.
Work with Team Leader to onboard new support staff, ensuring they are fully trained on company systems, processes, and customer service standards.
Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics to GM - of Retail.
Track and report on key metrics related to customer support efficiency and effectiveness.
Process Improvement: Work with other departments to streamline support processes, reduce call volumes, and improve customer satisfaction.
Suggest and implement changes to enhance the efficiency and effectiveness of the support team.
Collaboration: Liaise with other departments such as Network Operations, Sales, and Development to ensure customer issues are resolved efficiently.
Participate in cross-functional projects aimed at improving the overall customer experience.
Technology and Tools: Ensure the team effectively utilises customer support tools and software.
Identify opportunities to optimise the use of support technology to enhance productivity and customer satisfaction.
Scheduling and Resource Management: Manage staff schedules to ensure adequate coverage during peak hours and minimize downtime.
Approve time-off requests, manage shift changes, and ensure compliance with company attendance policies.
Customer Experience Enhancement: Continuously seek opportunities to improve the customer support experience by implementing best practices and new strategies.
Qualifications Any Cert Level IT related qualifications is desired though not compulsory.
Experience Tried and Tested team leading/supervision experience working in a telecommunications/ ISP customer support environment is highly desirable.
Experience in managing multiple tasks as well as stakeholders, whilst ensuring an optimum team motivation and engagement levels.
A thorough understanding of support processes, ticketing management and company information systems.
Commitment to exploring and increasing technical knowledge.
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If you have read to this point, and you are not convinced if you have all the experience or key requirements for this role, do still apply if you have met most of the requirements.
We are keen to hear from you.
Benefits Opportunities for career growth and advancement within the company Mobile phone and Internet allowance EAP - Employee Assistance Program Service/Support Positive and Inclusive work environment We value the unique backgrounds, experiences and contributions that each person brings to our community and encourage and celebrate diversity.
First Nations people, those identifying as LGBTQIA+, people of all ages and/or with disabilities, and culturally & linguistically diverse people are encouraged to apply.
