Customer Enquiries Team Leader

Job Description

Customer Enquiries Team Leader page is loaded Customer Enquiries Team Leader Apply locations Gold Coast Brisbane time type Full time posted on Posted Yesterday time left to apply End Date: March 19, 2025 (5 days left to apply) job requisition id 238548 Job Expectations Build your career and Australia’s future. Not many people can say they are working on building Australia’s future. With us, you’ll be doing just that, leaving a legacy for all Australians. A fantastic opportunity has presented itself for a Customer Enquiries Team Leader, reporting to the Executive Manager Customer Service. As the face of nbn, the Customer Enquiries team represents the first point of reference for external contact, providing support to end users across the entire nbn customer journey. A bit about your role The Customer Enquiries Team Leader will be responsible for a team of Customer Enquiries Consultants responding to enquiries, and is instrumental in developing and maintaining a best-in-class customer experience in the contact centre. You will manage, coach and provide feedback to your team while ensuring operational activities and performance metrics of the contact centre are delivered. You will manage Quality Assurance activities for voice, email and social media to ensure positive outcomes and learnings. You will play a key leadership role in the wider team, assisting with strategy, team engagement and recruitment activities. A bit about you To be successful in this role you will have demonstrated experience as a leader in a high-volume call centre environment, ideally within the telecommunications or IT industry. You have a proven ability to develop and coach others to support an environment of continuous improvement. A natural communicator, you have the ability to interact positively and effectively with a range of stakeholders and have a high level of written and verbal communication skills. Multi-tasking, negotiating and problem-solving will be second nature to you, as will your ability to make decisions under pressure. Life at nbn To be part of nbn is to be part of something bigger. Our pioneering spirit drives us forward every day. Together, we help lift the digital capability of the nation by building and connecting Australia’s best fibre infrastructure into homes and businesses. We’re continuing to create Australia’s network—a network made for more. A more inclusive working world nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. We champion equal opportunities for all employees. If you have any special requests or accessibility requirements throughout the recruitment process, please recommend us at the time of application (via ) and we will adjust to meet your needs. Where to from here? If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed. Please note that this role will be a permanent opportunity based in our Varsity Lakes office, and applications will close at midnight on Sunday 16th March. To be eligible for this role, you must have full working rights in Australia. Worker Type Permanent Time Type Full time About Us nbn is the team behind the design, build and operation of the nbn network - one of Australia’s largest technology infrastructure projects, which will help better connect Australians with each other and the rest of the world. But the nbn network is so much more than access to fast internet. A state of the art communications network opens up a world of possibilities in areas such as education, business, innovation, healthcare, flexibility, and entertainment. At nbn , you’ll work with inspirational leaders and innovators in their field, help take on engaging and exciting work, and seek original solutions to new challenges every day. This is a once in a lifetime opportunity to accelerate your career and shape your own future, along with Australia’s. To apply, please follow the links and submit your resume. No cover letter or selection criteria is required. #J-18808-Ljbffr