The Opportunity
As a Permanent, Full Time Assistant Team Leader in our Personal Injury contact centre division in the Brisbane CBD , you'll work closely with our Contact Centre Manager to lead and coach a team of equally passionate, empathetic and culturally sensitive client service officers, as they work on the front line responding to our clients' needs.
Please note that, due to the festive season, applications will not be reviewed until week commencing 6th January 2025.
With empathy, adaptability and initiative, you will:
Lead and develop a team of client service officers. Develop programs and materials to support performance goals set. Cultivate strong relationships across our Legal and Marketing teams, to obtain relevant information to ensure teams are fully briefed on upcoming campaigns. Support Client Service Lead with reporting and analysis to support resource planning and identify areas for improvement. Onboard and train new team members. Provide ongoing direct coaching and feedback to develop team members and ensure the best service possible is being delivered to our client base. What you'll bring Previous leadership experience within a contact centre environment, with an emphasis on coaching and team development. You'll be naturally empathetic and culturally sensitive, and have a resolute passion for helping people, especially those who may be experiencing trauma. You'll be a strong communicator, both verbally and in writing. The passion, motivation, and enthusiasm to contribute to our culture and ensure it's a place where everyone can thrive. You'll recognise and value the importance of your role in being the mentor to a team of Client Service Operators. Shine Lawyers: Your calling to right wrong.
At Shine, purpose really matters.
It's our clients, who summon the courage to stand up to injustice. It's the communities we are part of and support every day. It's our team, who champion what's right and make this place what it is. We've been standing up for the rights of everyday Australians for more than 47 years. We've achieved a lot but you'll find no airs and graces here. We're humble yet relentless. We don't pretend to be anything other than ourselves. And together, we've created a place for you to thrive.
Here are some of the things we hope you'll love about working with us:
Connect and be you: Get the flexibility and benefits you need, and work with truly authentic people. We'll provide you with the tech and support to do your best work from your home office. And you can enjoy the security of a large, well-established firm that treats you as a person, not a number. Challenge and be challenged: We're not here for "easy". We want you to take your place at Shine and make a real impact. Question and challenge - that's how we grow. Achieve and grow: Start your Shine journey with our in-house learning programs, where you'll find immediate connection and be set up for success. You will be provided real opportunities to step up and grow - within your role and beyond. Visit to find out more and read the stories of our incredible people.
Excited to join us and stand up to injustice? Apply now and make Shine Justice a place for you.
As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome.
We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you'll put your best self forward while righting wrong for our clients. We're passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates. You bring you. Apply Now
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