Customer Service Team Leader

Description:

About Us At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership. But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the Role We're looking for a highly engaged Customer Service Team Leader to manage our Sydney based Customer Service team. This role would be ideal for someone who loves to be hands on with the team and provide extra support in busy or challenging periods, uses data to drive change, is operationally focused and someone who thrives in a fast-paced contact centre environment.
The role’s focus can be mainly broken down into two areas:
1) Employee Experience (EX): Support the wellbeing of your team and to continuously improve team engagement. 2) Customer Experience (CX): Support the broader voice of customer (VoC) program to provide the best customer experience. Responsibilities:

• Weekly reporting to provide all insights and recommendations relating to the EX & CX improvements.
• Ad hoc data and reports as requested by the management.
• Lead the team to achieve overall performance above the benchmark and to continue enhancing the performance of the team, processes, and procedures and most importantly the customer experience.
• Manage all escalations and implement prevention measures to eliminate escalations.
• Develop effective and consistent communication throughout the team, encourage feedback and customer insights to enhance the customer experience.
• Be hands on and help with the daily challenges of the team whether that may be on the queue or with an irate customer or projects or tasks assigned.

What you'll bring:

• Proven experience in growing and leading a high performing team.
• Exceptional communication skills in both written and verbal.
• IT savvy and can navigate the vast range of apps and platforms.
• Customer-centric mindset and a high calibre of work ethic.
• Natural problem-solving abilities and attention to detail.
• Exposure in and understands the need of a data driven insights, trends, and opportunities.
• A great mentor and a coach to your team members.
• Exceptional at multi-tasking, run multiple projects effectively and can always drive results meeting deadlines flawlessly.
• Experience in complaints management, analysing trends and presenting resolution and/or preventative plans.
• Able to work weekend shifts (on a rota with a DIL the following week) and demonstrated experiences in partnering and accommodating other customer service Team Leader(s) in other regions with time difference.

Benefits:

• Performance-based bonus
• Employee Assistance Program
• Ongoing learning & development opportunities

Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward. When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.