Fit2Work Team Leader

What you'll do
Fit2work is a leading provider of employee background screening services, supporting over 1,800 organisations, and their applicants manage critical employee onboarding activities.
The F2W Service Desk Team Leader's purpose is to ensure exceptional customer service is delivered to our customers and consumers, facilitated by creating a great employee experience, which therefore enables revenue generation, revenue retention, margin improvement and risk reduction.
Key responsibilities include:
Leading a large multi-skilled operational team handling both inbound phone-based customer service along with back-end processing work.
Supporting an inclusive environment valuing different perspectives.
Achieving SLA's, quality measures and other key objectives and providing operational support as directed.
Supporting and enhancing Fit2Work Operations and customer experience by developing and analysing data, and working cross-functionally to improve our services.
Analysing quality programs/outcomes in conjunction with Operations Leadership with the aim of developing the front-line team and implementing operational efficiencies.
Raising issues and risks and supporting with mitigation; being the voice of the customer.
What experience you need:
5 years of experience, 3 years of which should be in a team leader position managing 5+ individuals.
Ability to solve problems and make decisions that set directions for team members.
Customer-focused and result-driven.
Excellent communication skills, both written and verbal.
Customer Service experience.
Planning and scheduling in a high-volume work environment.
Identification and implementation of process improvement initiatives.
Intermediate – Advanced MS Excel Skills.
High integrity and ethics.
What could set you apart:
Client-facing experience.
G-Suite, Service Now experience.

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