Service Centre Team Leader

  • Full-time
  • Job Family: Corporate Services

Company Description

Do you have a passion for shaping and influencing company culture? If so, we want you to join our team!  

Job Description

The purpose of this position is to lead the Customer Service team to deliver consistent, effective and customer focused support services.
We provide front line support to handle high volumes of calls and online requests for maintenance and operational support and services across a wide range of sites throughout Australia. Ensuring effective service request and work order management using multiple systems.
Although the Service Centre operates 24/7 365 days a year to ensure our customers receive round the clock support and assistance the Service Centre Team Leader role is a Monday to Friday position. 

Requirements of the role will include but are not limited to:

Team Management

  • Manage the day to day activities and tasks of Service Centre staff to ensure a timely, effective and efficient service is provided to all customers.
  • Manage resource and rostering to ensure effective coverage.
  • Conduct regular 1-1's and coaching to support employee development.
  • Monitor and measure performance outputs and identify training needs.

Customer Service

  • Lead by example to provide quality customer service.
  • Effectively manage escalations and complex issues.
  • Ensure the Service Centre service standards and processes are followed.
  • Monitor call effectiveness and conduct quality assessments.

Strategic Management

  • Establish effective cross functional relationships to support internal operations.
  • Assist the leadership team with the implementation, monitoring and reporting of performance targets.
  • Participate and assist with the review and development of Command Centre business initiatives and related policies, strategies, and procedures.
  • Review and develop work flows to simplify processes and gain efficiencies.
  • Operate within the Sodexo’s policies and procedures frameworks.

Qualifications

Who are we looking for?    

We’re looking for someone who thrives in fast-paced, high-volume environments; there’s never a dull moment at Sodexo.   

You take pride in delivering work to the highest standard, with excellent time management and teamwork skills and have the ability to work independently and communicate with stakeholders at all levels.  

To be successful, you’ll need: 

Qualifications

  • Minimum of 3-5 years' experience in a leadership role within a Customer Support Centre environment.
  • Diploma in Management or Leadership

Skills

  • Well-developed leadership skills to support a diverse workforce.
  • Ability to effectively set and manage the achievement of performance targets.
  • Customer focused with excellent influencing and negotiation skills.
  • Ability to understand key stakeholder requirements, and build relationships.
  • Demonstrated experience in change management and implementing process.
  • Ability to communicate effectively at all levels both verbally and in writing.
  • Ability to analyse performance data and report on trends and opportunities.
  • Ability to resolve issues with a sense of urgency and manage escalations.
  • Excellent time management and organisational skills.
  • High level of accuracy and attention to detail.
  • Ability to work autonomously and establish priorities.
  • Self-motivated, honest, and flexible with a professional work ethic.

Additional Information

Why choose Sodexo?  

Sodexo is a people business, employing over half a million people worldwide and thousands here in Australia. Our employees, who personify Sodexo's unique values of Service Spirit, Team Spirit and Spirit of Progress, are our greatest asset through their commitment and dedication.  
We believe the more diverse we are, the stronger we are. No matter your background, we will do all we can to help you thrive. We are committed to promoting equal opportunities, valuing diversity, and creating an inclusive working environment for all our employees.    

At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.  
We offer a competitive salary, many development opportunities and an outstanding benefits and recognition program!   

How to apply?

If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience  and availability.   

One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.  

Submit your application today and become part of the Sodexo family!   

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