Senior Customer Resolution Team Leader
SeniorFull-timeHybridMangrove Mountain NSW 2250, AustraliaSydney NSW, AustraliaPosted 4 weeks agoVerified 13 hours ago
About the job
The Senior Customer Resolution Team Leader is a vital position within the Enterprise Risk and Enablement Division, leading a dynamic frontline complaints team at Service NSW. This job focuses on managing and resolving escalated complaints, ensuring a positive and supportive work environment while driving results against set service level agreements. The team thrives on collaboration, empathy, and a commitment to delivering exceptional customer service, making a real impact in the community.
You'll be responsible for
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Leading a frontline team
Overseeing a busy team responsible for resolving complex and escalated complaints from Service NSW customers.🌱
Coaching and mentoring staff
Providing guidance and support to team members, implementing strategies for effective complaints handling.🔗
Building stakeholder relationships
Maintaining professional networks with stakeholders to ensure productive and efficient resolution of customer complaints.Key criteria
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Experience leading frontline teams
Proven experience leading a frontline complaints team of 5+ members.View
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Complaint resolution expertise
Demonstrated understanding of complaint resolution processes and legislation.View
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Strong communication skills
Excellent written and verbal communication skills for effective stakeholder engagement.View
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