As Assistant Team Leader, you'll support a high-performing team, manage complex enquiries, and ensure quality service delivery across multiple channels. You'll guide and mentor staff, contribute to business improvements, and help shape team objectives. This role offers the opportunity to build strong internal and external relationships, exercise sound judgment, and contribute to projects and reporting. If you're a proactive leader with a passion for service excellence and continuous improvement, we want to hear from you.

About the role

In this role you will be responsible for delivering a range of customer service functions including call centre and processing work as well as provide assistance and support the Team Leader and Enquiries Officers.

The Assistant Team Leader will provide a high level of customer service by assessing customer needs and determining whether the subject matter of an enquiry is within the ACMA’s jurisdiction, is simple or complex (complex enquiries are referred to the relevant line area) and provide an appropriate response to the customer via the relevant communication channel. The Assistant Team Leader will also manage escalated enquiries from the Enquiries Officers.

The Assistant Team Leader will assist the Team Leader with managing the CSC Enquiries Officers and operations of the team to meet service delivery outcomes and will provide support, guidance and training to the Enquiries Officers.

Our ideal candidate

We are seeking someone who is customer focused, has experience working in a customer service environment, is well organised, proficient at multitasking and has strong leadership skills.

Our ideal candidate will have experience in a phone contact environment and have highly developed computer literacy and keyboard skills with a minimum typing speed of 45 words per minute. Our ideal candidate will also have experience using databases and other computer programs and have an ability to learn and recall a high volume of information and use guidelines to analyse what is important and how it should be used.

To be successful in this role, you will have excellent communication skills and will bring a can-do approach to the team. You will also need to be a team leader who is reliable, resilient, and able to work in a fast-paced environment with changing priorities. You will need to have experience in conflict resolution, dealing with challenging customers and have the necessary skills for managing staff.