Expressions of Interest - Acting Relief Team Leader
Job No:
78834
Location:
Circular Quay, Sydney
Harbour City Ferries has a vacancy for an acting relief Team Leader at Circular Quay. The acting relief Team Leader covers the permanent Team Leaders during periods of leave or vacant shifts when required.
The purpose of this role will be to deliver customer excellence in the shore based environment, working in conjunction with Controlling Officers within the Customer Operations function. The role supports all Service Managers and reports directly to the Shore Service Manager. The Team Leader will represent Service Managers for day-to-day matters across all of Operations. The Team Leader’s will report to the Shore Service Manager Monday – Sunday and liaise with the Controlling Officer after hours and on weekends.
The primary focus of the role will be customer management, team support and supervision of shore based General Purposes Hands and Customer Assistance Officers.
More specifically, some of your key duties will include:
- Providing supervision and direction to shore staff, Customer Assistance Officers and shore based cashiers;
- Delivering on-the-job training and the rolling out of training tool boxes, coaching and mentoring;
- Briefing staff on the operations and customer service plan each day;
- Coordinating on-the-scene assistance during service disruptions;
- Facilitating Shore-Based Emergency Preparedness Training;
- Overseeing and supporting the customer ticket purchase experience;
- Producing an end of shift performance summary report; and
- Providing effective communication to all stakeholders and colleagues.
This role calls for a highly organised and efficient individual with a high level of customer service and attention to detail as they work with stakeholders including, Service Managers, customers, Controlling Officers, third party representatives suppliers and TFNSW.
To be successful in this role, you'll need have a strong background in leadership and logistics along with effective verbal communication. In addition, previous experience in a customer service or retail environment is desirable but not essential for this role.
To meet service delivery expectations, you'll need to have experience in (or be willing to learn) financial controls and cash handling procedures, along with the ability to build rapport with customers and colleagues. A passion for outstanding customer service delivery and team work is an essential criteria for this role.
This role is defined as a Transport Safety Worker, therefore subject to random, suspicion and incident related drug and alcohol testing.
Please note: Applications close 5pm Friday 27th May.