NSW Department of Customer Service43 followers526 jobs

Senior Customer Resolution Team Leader

SeniorFull-timeHybridMangrove Mountain NSW 2250, AustraliaSydney NSW, AustraliaPosted 1 day agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Senior Customer Resolution Team Leader is an exciting opportunity to lead a dynamic frontline complaints team within Service NSW’s Customer Resolution and Disputes Team. This role is crucial for managing and resolving escalated complaints, ensuring a positive experience for customers while fostering a supportive team environment. The team thrives on collaboration and is dedicated to delivering exceptional service, making a real impact in the community.

You'll be responsible for

👨‍💼

Leading a frontline team

Leading a high-volume frontline team responsible for resolving complex and escalated complaints.
📚

Coaching and mentoring staff

Coaching and mentoring staff to effectively respond to complaints, including devising and implementing strategies for complaints handling.
🌟

Providing guidance and support

Providing guidance and support to team members to maintain a positive culture and drive performance.

Key criteria

👥

Experience leading frontline teams

Demonstrated experience leading teams in a complaints environment.

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📜

Complaint resolution expertise

Proven understanding of complaint resolution processes and legislation.

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🗣️

Strong communication skills

Excellent written and verbal communication skills for effective guidance.

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Meet the team

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4 criteria for this job
Experience leading frontline teams
Demonstrated experience leading teams in a complaints environment.

View

Complaint resolution expertise
Proven understanding of complaint resolution processes and legislation.

View

Strong communication skills
Excellent written and verbal communication skills for effective guidance.

View

Ability to manage high volumes
Experience prioritising workflows in time-pressured environments.

View

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