A fantastic opportunity exists with Sodexo, a recognised leader in the provision of facilities management services to the mining, construction and oil/gas industry in Australia and throughout Asia Pacific.

Sodexo is seeking a suitably experienced Team Leader to join our 24/7 Service Centre and manage customer service delivery and team performance. The position is full time, based in Balcatta and will support and manage a team of 14 Customer Service Representatives covering day shift.

The successful candidate will be a motivated people person, who thrives in a customer focused environment and enjoys developing and nurturing their team to deliver service excellence, whilst being driven to improve current processes. Leading the Service Centre team to deliver consistent, effective and customer focused support services across multiple contracts.

Providing front line support handling high volumes of calls and online requests for maintenance and operational services across a wide range of sites throughout Australia, we pride ourselves on being consistently responsive, whilst ensuring effective service request and work order management, navigating multiple systems.

This position will be office-based covering a 38-hour week Monday-Friday; however, the successful candidate will be required to support a team that works between the hours of 5am and 9pm, 7 days per week and will need to be flexible to receive occasional employee phone calls to manage absence and roster coverage.

Key Responsibilities:

• Manage team resourcing and performance to maintain effective service delivery in line with service level agreements and 24x7 roster coverage requirements.
• Support multiple contracts and drive performance outcomes consistent with service level agreements and contractual obligations.
• Effectively manage complaints, escalations and complex issues, ensuring appropriate stakeholder engagement through to resolution.
• Monitor and measure performance outputs and identify training needs.
• Report on Service Centre performance metrics to country/regional leadership.
• Provide guidance and direction to achieve individual and team performance targets.
• Regularly review scripting and processes to ensure work instructions are accurate and current.
• Train and induct new employees and conduct refresher training with established employees.
• Provide regular coaching and professional development to team members via 1-1 meetings, group workshops and team building activities.
• Proactively support the team and assist with call handling and request processing during peak periods.
• Evaluate interactions/request management to measure performance quality.
• Develop and maintain quality scorecards and knowledge surveys.
• Identify trends and patterns based on escalations and address underlying training/knowledge gaps and address route cause issues.
• Provide recommendations to optimise output and improve process and systems.

Experience

• Minimum of 2 years' experience leading teams in a customer service or call centre environment, or similar.
• Experience delivering coaching and training.to ensure consistent customer experience.

Knowledge & Skills

• Demonstrated leadership skills to empower and drive team success.
• Customer focused able to manage a multi-skilled function across multiple contracts.
• Drive high levels of team and individual performance and service excellence.
• Effective communication skills at varying levels, both verbally and in writing.
• Reporting and data analysis to identify trends and opportunities and accurately measure service delivery metrics.
• Sense of urgency to manage and resolve escalations and issues thoroughly.
• Strong interpersonal skills to identify stakeholder needs and support across multiple departments/contracts.
• Pragmatic and solutions focused, with strong problem-solving skills.

This is an exciting opportunity to be part of a high-performing team within a global organization that is a leader in the operations, maintenance, and refurbishment of non-process infrastructure. If you’re looking for a supportive, inclusive work environment that encourages growth and personal development, we encourage you to apply. Click "Apply" and submit your resume to join our dynamic team.