About the role

Our client is an Australian owned energy business that helps their clients manage and optimise their energy costs by offering tailored solar, battery and energy plans.

They are seeking an experienced Customer Experience Team Leader to join their team in Southbank, Victoria. This is a full-time position that will see you leading a small team of 3 customer service professionals in the energy sector. As the Team Leader, you will be responsible for ensuring exceptional customer experiences and driving continuous improvement within the team.

What you'll be doing

Manage and supervise a team of customer service representatives, providing coaching, feedback and support

Monitor team performance and implement strategies to meet and exceed key performance indicators

Foster a positive team culture and lead by example, promoting strong teamwork and collaboration

Identify training needs and coordinate the delivery of ongoing development opportunities for the team

Analyse customer feedback and data to identify areas for improvement and implement solutions

Collaborate with cross-functional teams to ensure a seamless customer experience

Escalate and resolve complex customer issues, ensuring a positive resolution

What we're looking for

Min 3 years experience in a customer service (call centre) team leader or supervisor, ideally within the energy or utilities sector/banking/telecommunication

Strong communication and interpersonal skills, with the ability to effectively lead and motivate a team

Excellent problem-solving and decision-making abilities, with a focus on continuous improvement

Proficient in using customer relationship management (CRM) and data analysis tools

A passion for delivering exceptional customer experiences and driving team performance

Relevant tertiary qualifications in a related field would be highly regarded

Apply now to join our team as the Customer Experience Team Leader - Energy sector.