Team Leader, Internal Client Service Apply locations Darlington Campus time type Full time posted on Posted 2 Days Ago job requisition id 0125178
Full time continuing role with the University of Sydney An exciting opportunity for an experienced Team Leader, Internal Client Service Base Salary from $108,557 - $118,267 + 17% superannuation About the opportunity
The Team Leader, Internal Client Service leads the team in handling a wide range of client enquiries and sets the benchmark for high-quality transactional and technical support.
They oversee the resolution of escalated issues, ensure customer satisfaction, and champion strategic improvements in customer service, guided by performance metrics.
Your key responsibilities will be to:
Lead, supervise, manage and mentor first point of contact Service Support Team staff members to drive professional behaviours and team/individual performance.
Act as a leadership escalation point for all escalated enquiries and tickets received by Shared Service centre staff.
Employ continual improvement principles and methodologies.
Share knowledge and expertise with Shared Service Centre colleagues and various other groups, cohorts and stakeholders across the University.
Develop and encourage a collaborative working environment for Shared Service Centre staff members and management.
About you
Proven experience leading, managing and mentoring a diverse team of staff on a busy service desk.
Enthusiasm, energy and a proven motivator, who can lead their team to be responsive, engaged, consistent and high performing.
Someone who is passionate about helping their team to be the best version of themselves.
Experience with traditional and modern Shared Service Desk training methods, tools and techniques.
Exceptional customer service skills.
Good understanding of the levers and drivers that contribute toward contact centre success.
Excellent problem-solving skills.
A pro-active approach to solving queries whilst continually looking for better ways of operating and improving customer service delivery.
Sponsorship / work rights for Australia
Please note: Visa sponsorship is not available for this position.
This role requires valid work rights for Australia.
Pre-employment checks
Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University.
Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements.
If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.
EEO statement
At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive.
We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve.
We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+.
We welcome applications from candidates from all backgrounds.
We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer.
Find out more about our work on diversity and inclusion.
How to apply
Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.
For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard.
Click on USYD Find Jobs and apply.
For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Kimberley Smith, Recruitment Consultant on 02) 8627 9951.
The University reserves the right not to proceed with any appointment.
Click to view the Position Description for this role.
Applications Close
Tuesday 26 November 2024 11:59 PM
About Us The University values courage and creativity; openness and engagement; inclusion and diversity; and respect and integrity.
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