Customer Experience Team Leader

Customer Experience Team Leader

Eclipx Group | Melbourne, VIC, 3001, AU

Posted 11 days ago

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Description


ASX 300 listed financial services organisation
Flexible & hybrid working arrangements
Sydney location
Do you want to:
work in an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued?
understand the strategic direction of your organisation and how your effort contributes to success?
work in an inclusive environment who is proudly a WGEA Employer of Choice for Gender Equality?
work for a climate Active CERTIFIED Carbon Neutral fleet management organisation?
be recognised and rewarded for your performance?
work for an organisation where ‘C-A-R-E’ are their values?
have career opportunities, a voice that’s heard, and a fast-paced, dynamic yet flexible working environment?
If so, then Eclipx Group might be the place for you.
Eclipx Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management. We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.
Who we’re looking for:
This role is responsible for leading a high performing customer experience team supporting our Novated lease customers. You will provide coaching, training, and leadership skills to inspire the team to deliver excellent levels of individual/team performance and customer satisfaction.
Reporting to the Manager, Customer Experience the team leader role will manage all day-to-day activities, prioritise work within existing processes and ensure the team meet and exceed all SLAs .
By analysing key contact and complaint drivers, this role will deliver positive end to end process changes and business efficiencies.
What you’ll be doing:
Lead and motivate an engaged team to meet high performance individual and team KPI’s
Delivering great service by providing outstanding customer experiences to all internal and external customers.
Manage day-to-day line activities and make decisions within risk/appetite
Ensure training and development plans are maintained for all team members
Manage the fair and consistent application of performance improvement and management
Coach and Empower team members with skills to improve their confidence, product knowledge, and communication skills
Conducting regular 1:1’s and performance reviews as required.
Ensuring all existing processes and procedures are documented
Support Manager by escalating issues or operational risks and areas for improvement
Requirements
Good experience in a contact centre/operations leadership role
Experience with Salesforce, Genesys and call centre technology
Experience in financial or fleet management services
Strong communication skills and stakeholder engagement
Passionate about people and engagement
Demonstrated excellent leadership skills across multiple work groups
Experience in embedding Customer Experience programs
Strong coaching and people-development skills through call listening, quality feedback
Energetic and motivating individual
We are one team and always play for each other
We act like owners and think like a customer
We challenge to drive innovation and accelerate through change
We exist to exceed expectations and play to win everyday
Benefits
5 additional days of annual leave per year.
16 weeks paid parental leave for primary careers, regardless of gender and with no minimum tenure and 4 weeks paid leave for secondary carers.
a ‘Dress for your Day’ policy.
flexible and hybrid working arrangements.
an extensive range of other employee benefits.

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