Customer Service Team Leader - SKY

We’ve worked hard to build a culture where people feel a genuine sense of belonging, wherever they work in our operations, and whatever their role. Our culture is grounded in our core values and our very strong commitment to delivering every day for our clients and their customers, getting everyone home safely, and caring about your wellbeing.

We believe the diverse work we do really matters – whether we are connecting people and businesses to complex fibre networks, supporting large industrial projects and utilities, building modular spaces in which to learn, work or play, or delivering creative events to inspire and entertain.

Responsibilities:

• Managing Team members training to maximise their capabilities


• Ensuring engineers are crewed on a daily basis to meet client and Actavo requirements.


• Managing client relationships supporting field and back office capacity


• Setting clear team goals, delegating tasks and set deadlines for your internal team


• Provide one to one feedback to each team member on a monthly basis


• Conduct team meetings to update members on best practices and continuing expectations


• Develop strategies to promote team member adherence to company regulations and performance goals


• Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints


• Support the team manager and perform management duties when manager is absent or out of office

• 2\-3 years previous experience working in a high\-volume contact Centre environment.


• Excellent literacy, numeric and IT skills including proficiency in MS Office


• Excellent organisational, interpersonal and communication skills required


• In\-depth knowledge of performance metrics.


• Decision\-making skills.


• Exceptional customer focus with a positive can\-do attitude.


• Courteous and friendly professional telephone manner essential.

• Pension plan


• Life assurance – 4 times your annual salary


• Employee assistance programme


• Refer a friend scheme


• Maternity pay


• Educational assistance


• Career progression opportunities


• Long Service Awards

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