Customer Service Team Leader
Core
Oversee day-to-day customer services function, leading a team of seven to resolve complex enquiries and ensure consistent, respectful support.
Role type
Team Leader - Customer Services
Builds
Customer support services and financial assistance programs
Domain
Not-for-profit / Community services
Deliverable
client delivery
Required skills
Team leadership and coaching, Performance management, Workforce coordination and rostering, Complex enquiry resolution, Financial approval and reimbursement, CRM and reporting tools, Process improvement
Preferred skills
Experience in not-for-profit or Aboriginal organizations, Cultural sensitivity, Grant administration
Responsibilities
Lead, coach and develop the team through regular feedback and performance management. Coordinate workloads, rostering, attendance and leave to maintain service capacity. Act as an escalation point for complex, urgent or sensitive enquiries. Monitor service standards, KPIs and customer feedback. Review and approve eligible payments, reimbursements and support requests. Maintain accurate customer records and prepare performance reports. Improve processes, systems and workflows. Support recruitment, onboarding and training.
Seniority
Mid-level, hands-on IC
