Customer Service Team Leader - Wollongong

Customer Service Team LeaderWollongong, NSWFull-time | Office-based, five days per week$87,000–$93,000 + superannuationThe opportunityTalent Locker is partnering with an established Wollongong organisation to recruit experienced Customer Service Team Leaders.This is an entirely office-based position leading a team of up to 10 customer service professionals within a busy, high-volume contact centre environment.You will provide clear, consistent leadership while coaching your team, managing performance and maintaining high standards of customer service. We are looking for someone approachable and supportive, but also confident setting expectations and addressing difficult issues when required.Key responsibilities

• Lead, coach and develop a customer service team
• Manage individual and team performance against service targets
• Conduct regular coaching, feedback and performance conversations
• Maintain clear standards of behaviour, presentation and attendance
• Support employees through operational and organisational change
• Monitor workloads, service levels and customer outcomes
• Handle escalated or sensitive customer matters
• Identify opportunities to improve processes and team performance
• Build a positive culture based on accountability and consistent service
• Collaborate with other leaders and internal stakeholdersAbout youYou will ideally bring:
• At least three years’ experience leading a customer service or contact centre team
• Experience working in a high-volume telephone-based environment
• Strong coaching and people-development capability
• Demonstrated performance-management experience
• Confidence conducting difficult conversations professionally
• A calm, fair and consistent leadership style
• Experience leading teams through change
• Strong communication, judgement and problem-solving skills
• The ability and willingness to work from the Wollongong office five days per weekThe offer
• Permanent, full-time employment
• Salary of $87,000–$93,000 plus superannuation
• Manage a team of up to 10 employees
• Established and supportive working environment
• Opportunity to influence team culture and service performance
• Office-based position in WollongongApplyTo apply, submit your résumé through LinkedIn or contact Mark Harrison at Talent Locker for a confidential discussion.All applications will be treated confidentially.