Team Leader – Client Contact Team

Job Description

Add expected salary to your profile for insights Lead a dynamic team, drive exceptional client experiences, and make a real impact every day! $43.08 - $46.35 plus generous salary packaging options to increase your take home pay (Full-time, 38 hours per week) A varied and interesting role with an established and respected community organisation. About the role: The Team Leader of the Client Contact Team oversees the efficient functioning of CatholicCare's Client Contact Team. Supported by the Corporate Services Manager and other support teams, this role ensures the team delivers exceptional customer service that meets and exceeds caller needs. The Team Leader ensures that the Client Contact Team upholds quality standards and aligns with the Mission and Values of CatholicCare. Serving as the initial point of contact, the Client Contact Team handles all incoming interactions, assisting clients with a variety of services, including bookings, payments, resolving inquiries, processing community referrals, and collecting feedback. Managing over 500 calls daily, the Client Contact Team is crucial to CatholicCare's client interactions. The role supports the Client Contact Team by resolving operational issues, handling escalated matters, providing regular line management and performing team duties as necessary to ensure critical tasks are completed on time. As a leader, the Team Leader is expected to address complex client complaints, foster effective relationships with key stakeholders, attend key meetings and work towards achieving strategic objectives. What we are looking for: A minimum of three (3) years relevant experience leading a high volume call centre; Current C or CA class Driver’s license (QLD); A degree qualification in Business, Customer Service Management, Marketing or Information Technology or similar. Core Competencies High level of knowledge and skill in leading a high functioning, high impact team; High level of decision-making skills with the ability to handle escalated issues effectively; High level of skill in handling and resolving complex client complaints whilst managing and prioritising multiple tasks; Substantial level of customer service skills, including dealing with difficult people and situations; All offers of employment are subject to the satisfactory completion of relevant screening and background checks, including an Australian Federal Police check, an NDIS disability worker screening check, and attainment of a Blue Card for working with children, prior to commencement. CatholicCare (formerly CentacareCQ) is a large, vibrant and well-respected, not-for-profit organisation providing services across the Catholic Diocese of Rockhampton. From Mackay in the north to Bundaberg in the south, and out to Longreach in the Central West, our primary focus is based on our Christian Ethos and the principles of Catholic Social Justice. CatholicCare is proud to deliver services and employ our people regardless of religion, background, or beliefs. As a valued employee of CatholicCare, you will join a diverse and innovative team of more than 300 staff. Supported by quality leadership, you will proudly deliver services to make a difference in the lives of a wide range of people across our local community. You will also enjoy: A supportive work-life balance; A stable employer with a strong, values-driven culture; Ongoing training and development opportunities; Employee benefits across a range of product discounts and wellness content; Access to our Employee Assistance Program; Generous salary packaging options of up to $15,900 to increase your take home pay. What to Do Next To apply for this position, please submit the following documents: Your current resume; A cover letter clearly addressing the key aspects and requirements of the role. Apply today for a career that changes lives. #J-18808-Ljbffr