Customer Service Team Leader (Chatswood)

About the role This is an exciting opportunity to join the Smoke Alarms Australia team as a Team leader for our local customer service team based in Chatswood. This is a full time role, close to transport, with hybrid working with 5 x WFH days and 5 x office days in a fortnight. You will be responsible for managing team of customer service specialists across our rental compliance business. What you'll be doing
- Work as part of the Agency Services leadership team to achieve individual and team KPI’s & customer SLAs as assigned
- Provide strong leadership to a local team to enable high levels of employee & customer satisfaction
- Review work quality and identify training requirements and re-train where necessary, through sampling communications, both written and verbal
- Managing telephonic and SMS, communications efficiently and effectively for tenant inbound, outbound (including call backs) for the local team
- Manage internal helpdesk and other written communication to over the KPI (where practicable) for the local team so that all enquiries are actioned within the desired timeframes.
- Ensure accuracy of team roster and manage resources in line with workload, leave, in line with business priorities, and fairly provide an opportunity for overtime where required
- Work to a high standard and be “hands on” What we're looking for
- Customer service team leader experience and people management greater than 2 years
- Customer oriented, highly motivated, target-driven and resilient personality
- Ability to train and develop other team members
- Problem solving mentality and process driven
- Excellent communication skills, in-person, written, and aural
- Ability to work to tight daily deadlines
- Attention to detail with excellent computer skill
- Outstanding interpersonal and communication skills What we offer At Smoke Alarms Australia, we pride ourselves on creating a supportive and collaborative work environment that allows our employees to thrive. You will have access to ongoing training and development opportunities & a competitive remuneration package with uncapped commission. About us Smoke Alarms Australia is a leading provider of compliance solutions for residential, tenanted properties across the country. With over 20 years of experience in the industry, we are committed to delivering world-class products and exceptional customer service. If you're ready to take the next step in your sales career, apply now. Apply on Kit Job: kitjobau.com/job/3rhg60