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Team Leader, Customer Service (Metro)

State Government of Victoria - Melbourne, VIC

Any Industry
Source: uWorkin


Team Leader, Customer Service (Metro)

  • Salary: $87,640 - $99,438 p.a + Superannuation
  • Employment Type: Full Time
  • Tenure: Fixed Term [30 June 2022]
  • Location: Sunshine
Primary purpose of this role

The purpose of this role is to provide leadership to a team of customer service staff to deliver improved customer service outcomes. Key to the role is the ability to support staff in dealing with complex issues resulting in the delivery of an overall improved customer experience.

Key Selection Criteria
  • Influence stakeholder to create connections with our customers and listen to them, understand their needs to achieve successful outcomes.
  • Lead the delivery of a reliable service to consistently high standards, treating customers with respect, under general functional supervision.
  • Effectively identify issues, implement innovative solutions or escalate and seek advice from others to resolve problems resulting in change that adds value to our customers.
  • Effectively motivate and develop employees including demonstrating empathy when mistakes are made and supporting individuals to amend their approach to achieve better service outcomes.
  • Develop innovative communications responses to complex problems to drive continuous improvement.
  • Exercise professional independent judgement to work towards goals that benefit the team, which includes contributing ideas and participating in team activities appropriately.
Culture and Benefits

The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. More information on the PD attached.

How to Apply

Applications should include a resume and if you wish a covering letter.

Applications close 11.59pm on 13 May 2021.

For a confidential discussion regarding this opportunity, please contact Simone Cannon, Manager Customer Service Delivery on 0447 863 435.

Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.

State Government of Victoria