Randstad are currently seeking career minded Team Leader professionals to join a rapidly growing Federal Government Agency in the Townsville CBD for an ongoing project. This is a great opportunity to take your customer service career to the next level!
You will be working in a dynamic, fast-paced, target-driven and high-volume environment within a culture and working environment unlike any other.
Successful applicants will have strong attention to detail, excellent customer service and communication skills and ability to work in a scheduled environment. Monday to Friday. Overtime is on offer as well.
The Role:
As a Team Leader you will:
...
- Apply thorough knowledge of policy, procedures and guidelines to resolve complex and escalated enquiries which require substantial investigation and analysis.
- Manage more complex and escalated enquiries via telephone, email and written correspondence in the context of non-routine circumstances.
- Resolve escalated and complex cases.
- Provide supervision and guidance to assist other staff members to resolve routine cases according to the Department’s complaints handling guidelines.
- Prepare correspondence and documentation including written responses on routine and more complex matters.
- Provide on the job coaching and mentoring to less experienced employees.
- Be innovative and collaborate to improve systems, knowledge and processes, including quality coaching and training needs.
About You:
- Worked in as Team Leader/Supervisor within a Contact centre/Jobactive
- Experience working in a contact centre or experience in delivering government employment services (such as jobactive or Disability Employment Services
- Current Police Check of the standard of ‘nil disclosable court outcomes. Ability to obtain a Baseline Security Clearance
Interested?
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
