Team Leader - Government sector Grants Customer Service and Claims

Parramatta Hybrid working
$62.66ph plus super
35 working hour week mon-fri may include some Saturday.
mornings
3 month contract may extend
Disaster relief Government department

About the Role
A Government Organisation is seeking an experienced Team Leader to manage a high-performing customer service and grants assessment team. This role involves assessing customers for disaster relief grants and ensuring efficient and effective service delivery in a high-volume environment.

Key Responsibilities

• Lead, support, and motivate a team of customer service and grants officers to meet KPIs and service targets.
• Oversee the assessment of disaster relief grant applications, ensuring compliance with government guidelines and policies.
• Provide timely and accurate advice and assistance to enquiries and correspondence related to disaster relief grants.
• Monitor team performance and provide regular coaching and feedback to enhance service delivery.
• Manage escalations and complex customer enquiries with professionalism and empathy.
• Collaborate with internal stakeholders to resolve service issues and improve processes.
• Ensure adherence to policy, procedures, and compliance standards.
• Maintain reporting on team performance and contribute to operational planning.

About You

• Proven experience in a team leader or supervisory role within a high-volume customer service or grants or banking environment.
• Strong people leadership skills with a focus on coaching and performance improvement.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, high-volume environment.
• Understanding of government processes or experience in the public sector (desirable).
• Tech-savvy with knowledge of CRM systems and Microsoft Office suite.

Work Schedule

• Monday to Friday, based on a 35-hour week.
• Hybrid work model: 3 days in the office and 2 days from home once trained, with flexibility to work 5 days in the office if required.

Location
Parramatta, NSW
Application Process

How to Apply
If you are a proactive and detail-oriented professional passionate about leading a customer service and grants team in a high-volume environment, we want to hear from you. Apply now with your resume.