Customer Service Team Leader

The Customer Service Team Leader position reporting to the National Operations Manager. This position leads a team of 10 administrative professionals nationally across Australia.

Our services extend to mould remediation, sewage mitigation / clean-ups, meth & drug lab remediation & de-contamination, crime & trauma clean-up.  Our team provide comprehensive restoration services in the event of storm, flood & fire damage to insurers & direct clients.

The team leader will be supporting & overseeing the day-to-day customer centric operations & administration management of claims, scheduling & reception functions. The purpose of this position is to ensure leadership & guidance is provided to the customer service team via the effective leadership of the administrative service division.  

Location is at our convenient Braeside office.

Duties & Responsibilities:

Duties will include, but not be limited to delivering on all works safely & to a high-quality standard:

Deliver class leading levels of customer service & satisfactorily resolving client escalations & feedback.
Design & implement an effective system to manage the claims related service jobs.
Evaluate all new customer orders & issue service-related jobs to the operations team.
Ensure administration/ data integrity & manage communication to all interested parties.
Recommend improvements to the job management process & lead their implementation.
Providing leadership & guidance to the administrative team.
Managing administrative team on call rostering, timesheet approval & leave requests.
Work with the finance & sales team to ensure commercial integrity of the business. 
Solving operational problems as they arise & working with the team to resolve at a root cause level.
Professionally liaising with internal & external stakeholders’ face to face, verbally & in writing.
Supporting on call requirements to assist 24/7 business operation as needed.

To be considered for this role you will have:
Experience in contact centre operational leadership positions (desirable).
Qualifications in Business Administrative & Customer Centric fields. 
Change management experience.
Experience in leadership roles building, measuring, & reporting on team KPI metrics.
High administrative/ technological competency (experience with Microsoft Office Suites required). Experience with (Internal CRM’s Simpro & Xero software desirable).
Flexibility to adapt to 24/7 business operations & participate in regular rostered on call after hours & on call weekend duties as required.
Proactive & innovative behavioural approach with a passion for developing self & others & exceptional communication skills.
Ability to work autonomously & collaboratively within a national team environment.
Willingness to complete a police check, pre-employment medical & drug/ alcohol testing & “Disc” behavioural profiling as required.

To apply for this role, please send your resume & covering letter details via email to careers@fra.com.au, only shortlisted applicants will be contacted. Please note we will be reviewing candidates as they are apply & conducting interviews across the upcoming weeks.

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