Business and Customer Support Team Leader

Job No: CN2344

Location: Newcastle

Employment Status: Permanent, Full-time

No. of Vacancies: 1

Closing Date: 9 Nov 2020 AEDT

• Play a critical role in business transformation, leading a high-performance customer service team.
• Newly-created, permanent full-time role – 35 hours per week.
• Flexible work arrangements available.

Thriving and rapidly transforming, Newcastle is New South Wales’ second largest city and is located 160km north of Sydney. It offers the perfect lifestyle and career environment.

City of Newcastle (CN) is seeking an innovative and solutions-driven Business and Customer Support Team Leader to support our Waste Services team as they continue their business transformation journey, taking a systemic approach to deliver better customer and business outcomes.

With a continuous improvement and customer-centric culture, our Waste Services service unit is committed to providing waste minimisation and recycling solutions and ensuring the long-term sustainability of our waste management operations. The unit manages a variety services including kerbside collection, public place waste collection, landfill operations, education and engagement, administration and accounts, environmental management and business development.

As the Business and Customer Support Team Leader, you’ll oversee a high-performance team of 7 direct reports, focused on delivering exceptional customer service by connecting customer requests to seamless operational delivery. You’ll lead and motivate the team to support the delivery of best practice customer service through effective management of all customer interactions via telephone, email/digital and face-to-face interactions and will also be responsible for people management, scheduling, and providing development, coaching and feedback.

Additionally, supporting Waste Services’ 5-year business transformation plan towards systemisation, digitisation, and automation, you’ll be responsible for managing the QA program in customer contact, developing KPIs, and managing a range of administrative functions to support the Waste Services operations team. You’ll also develop strategies to ensure continuity of service, forecasting for peaks and troughs, and measurement of service levels.

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

The essentials you’ll need:

• Certificate IV (or above) in a business or customer related discipline and/or equivalent experience in a customer service supervisory role.
• Extensive experience in leading teams in a high-volume customer service environment.
• Process optimisation, systems and continual improvement experience.
• Experience, and proven ability, to coach and train staff.
• Excellent interpersonal, written and oral communication skills including the ability to negotiate, resolve conflict, and manage change.
• Demonstrated ability to motivate staff members and foster team relationships with a commitment to staff development through training and coaching.
• Strong personal commitment to providing the best possible service to customers, ability to be a role model for customer centricity and a champion for customer issues.
• Experience in working with continual improvement Management Systems including procedures and preparing reports.
• Demonstrated experience in a fast-paced environment, high level organisational skills and the ability to work under pressure and to prioritise multiple tasks with competing deadlines, maintaining a professional demeanour at all times.
• Ability to work a rotating roster to facilitate 364 day operations, including scheduled and un-scheduled overtime, weekend and public holidays as required.
• Ability and willingness to work staggered, non-standard start and finish times between 7:00am – 5:30pm.

Other valuable skills you may have:

• Knowledge of the technology used in modern customer service centres, and of emerging trends and issues within the customer service industry.
• Knowledge of an Operational and Call Centre environment.
• Knowledge of Integrated Management Systems, end to end process mapping including understanding quantitative and key cost drivers.
• Experience in rostering of staff and workforce planning.
• Demonstrated ability to interpret statistics and apply business principles.
• Understanding of the Local Government Act and Regulations, fees and charges and the role of CN in the community.

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

If you are selected as a preferred candidate, you will be required to successfully complete a pre-employment medical as part of our pre-employment checks.

To view the full position description please click here.

Application Closing Date: Sunday, 8 November 2020.

Remuneration: $78,352.10 + 9.5% Superannuation per annum for a 35-hour week.

Contact: Brad Wood – Site Operations Manager – 02 4974 6616.