About the job
The Customer Support Team Lead position at HomeMade is an exciting opportunity to make a meaningful impact in the lives of older Australians. By leading a passionate team, you will help deliver exceptional customer experiences and drive continuous improvement in service quality. Collaboration and communication are key as you work closely with your team and stakeholders to achieve shared goals.
You'll be responsible for
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Monitoring team performance
Monitoring team performance and driving achievement of KPIs, ensuring high service standards and first-point resolution for customers and service providers.📈
Coaching and developing team members
Supervising, coaching and developing Support Specialists through clear goal setting, regular performance reviews and ongoing feedback, addressing underperformance where required.🔄
Ensuring service continuity
Stepping in as a backup team member during leave, breaks or peak periods to maintain continuity of service.Key criteria
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Customer service team leadership experience
Demonstrated experience leading a customer service team to achieve KPIs.View
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Stakeholder collaboration skills
Experience working with diverse stakeholders to achieve service outcomes.View
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Excellent communication skills
Strong verbal and written communication skills for effective team leadership.View
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