Customer Service Team Leader - Major Home Building Company

Job Description

Position Objective: The purpose of the role is to lead the operational activities of the Customer Service Team ensuring efficient practices are achieved whilst delivering a consistent and seamless customer experience. Currently, the role will have 5 direct reports (Building Coordinators) and this role will then report to the Operations Manager of the business. Key Responsibilities of the Role: Oversee the Customer service team in professional, timely and accurate management of the customers build from contract signing to handover. Support the customer service team with all day-to-day challenges. Assist weekly 1:1 and team workflows with the customer service team (Workflows). Assist and conduct performance reviews and develop individual development plans for each Building Coordinator to drive accountability and personal development. Drive each customer job daily to ensure the team is achieving their individual and operational targets. Co-ordinate all Building Co-ordinator tasks and processes to ensure best practice and consistency across the team. Provide regular reporting of any foreseeable workflow concerns and forecasting. Promote and manage best practice Customer service standards. Assist with developing measurables within the Customer service team and communicating opportunities and continuous improvement. Support the Customer service team with any escalated customer concerns. Assist in managing recruitment, onboarding and training of the customer service team. Manage key BC tasks and ensure they are completed within a reasonable timeframe (eg. Intro calls, customer updates, OSC customer notes, variations etc). Manage social media platforms (Google review, product review and escalated client emails through info and reception addresses). Role Requirements: Minimum 3-4 years experience in a Senior or Team Leader or Management position within Customer Service for a home building company is essential. Advanced knowledge, skills and experience within 'pre-site' and 'on-site' customer service is essential in this role. Superior leadership skills. You have a high emphasis on Customer Service. A caring/empathetic nature when dealing with clients. Strong written & verbal communication skills, including a professional phone manner. High level of personal presentation. Driven with a “Can Do” attitude. Strong attention to detail. Enjoy the excitement of being a part of a rapidly expanding business. Highly developed computer literacy skills. Able to prioritise and handle a large workload. A strong work ethic and the ability to multi-task. Prior experience in the Building and Construction industry will be highly regarded. Prior Qualifications in the building industry are highly advantageous. The key benefits for you! Exceptional company culture which fosters support, teamwork, collaboration and friendly working environment. Market-leading and highly competitive salary package on offer. Long-term career role. A friendly and supportive workplace where your results, performance and contribution will be recognised and rewarded. Opportunities for professional development and continued internal and external training. A healthy work/life balance. Working within a very supportive and collaborative team environment from office through to site. How to Apply? Via the Seek Website: Submit your updated resume using the 'Apply for this job' button at the top of this page and continue to follow the on-screen instructions. Via Smartphone/Seek App: Submit your updated resume using the "Quick Apply" button at the bottom of your telephone screen and follow the on-screen instructions. For any direct inquiries please call: 0451 223 086 for a strictly confidential conversation about this role and long-term career opportunity. All applications will be kept in the strictest confidence and will not be forwarded as an application to our client without your prior approval first. To be considered for this full-time position, you MUST be eligible to work in Australia with no work restrictions. Respectfully, please be advised that only shortlisted candidates will be contacted. #J-18808-Ljbffr