Contact Centre Team Leader
vor 1 Monat
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Do you want to deliver work that truly matters to our community?
There’s never been a better time to join the energy industry At Western Power we’re working towards our vision for a clean energy future and we’re looking for diverse, passionate people to join our team of world leading experts.
We currently have an exciting opportunity for a Contact Centre Team Leader at our Perth CBD Office, on a 24 Month Maximum Term Contract.
About this role
As the Contact Centre Team Leader you will be required to lead a team of Customer Service representatives responsible for servicing customer requests. The requests relate to a variety of Western Power products, services, processes etc. The Customer Service representatives assist the customers by investigating and requesting information from within the business in order to provide the customer with appropriate information and solutions
- Coordinate and manage the resolution of escalated customer enquiries or complaints.
- Initiate procedural reviews & implement changes that improve the customer experience.
- Maintain a safe working environment.
- Assist in the scheduling and management of Contact Centre operations during emergency events.
- Lead a team that processes customer requests in a manner that supports a positive customer experience and Western Power’s brand and reputation.
- Drive a strong performance culture by being held accountable for their own and their teams’ actions & performance.
- Contribute to and support the implementation of the Customer Service Strategy & associated initiatives.
- Contribute to and support the development of business strategy relating to future property and accommodation requirements.
- Be a change champion, by driving continuous improvement and innovation within the Function.
- Ensure compliance with Western Power’s code requirements, standards and procedures.
- Develop and improve personal effectiveness and leadership skills.
- Monitor and report on KPIs, identifying trends and initiating remedial actions where KPI’s are at risk of not being met.
About you
We are seeking someone with experience and attributes that include:
- Completion of year 12 with English and Mathematics
- Good leadership, influencing and interpersonal skills.
- Management / supervisory experience within a customer service environment
- High level communication skills, written and verbal.
- MS Office suite of products & intermediate level PC literacy
- Proven skills in managing customer and stakeholder concerns or issues.
Joining Western Power
Our people play a vital role in creating an innovative, safe, and supportive workplace, living our values and delivering exceptional service to the communities in which we operate.
We are committed to building a diverse workforce and strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, people from diverse cultural and linguistic backgrounds, women, young & mature age workers, the LGBTQI+ community.
We are an employer of choice, offering our employees a range of benefits that include:
- Competitive salary plus 11% superannuation
- Flexible work arrangements that support part time work, flexible working hours and working from home arrangements
- Professional Development opportunities including training initiatives and study assistance.
- An award-winning employee recognition and benefits programme
- Access to five Employee Network Groups – First Nations, Culturally and Linguistically Diverse, Diverse Sexualities and Genders, Women, and People with Disability – which celebrate and communicate the diversity of our workforce and connect diversity and inclusion to our broader business activities.
- The opportunity to purchase up to four weeks of additional leave per year.
- Access to salary packaging, social club activities, and discounted health insurance and gym membership
We are committed to our Disability Access and Inclusion Plan 2021 - 2027 and ensuring that people with disability have equal opportunities to gain and maintain employment with Western Power. It is strongly encouraged that people with a disability who meet the inherent requirements of the position description apply for this role.
We are also proud to have launched our Innovate RAP in Mar 2022 (Reconciliation Action Plan). Our Innovate RAP outlines our commitment to the Reconciliation journey in WA.
Please note that final stages of our recruitment process require completed Background & Assessment Checks. This includes a current police clearance (issued within the last six months), checks on documentation and references which verify your identity and qualifications, and a medical assessment.
Join us and play a part in powering the future of Western Australia.
Submit your application by clicking the ‘apply’ button.
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