Team Leader

Talent International is currently recruiting for a Team Leader (multiple roles) to work for a NSW Government client based in Remote(anywhere in NSW). The position is a 3-month contract role with the possibility of extension. The role pays $62.66/hour + Super.

Start date – ASAP

Working Hours: 7 hours per day between 8 am – 5 pm Monday – Friday (30 minutes unpaid break)

Preferred System experience: Salesforce, Genesys

Must haves: Empathy/clear communication style & great customer service

Please note: Candidates will be required to start and have no leave booked for the contract term.

About the Team

The Customer Payments Team is part of Enterprise, Risk and Enablement at the client. The team is tasked with assessing, ensuring compliance, and providing payment support for grants, rebates, and vouchers for the client.

About the Role

As a Team Leader of Customer Service in NSW, you will be responsible for leading and supervising a team of customer service representatives dedicated to providing support and assistance to individuals and communities affected by disasters and emergencies. You will play an important role in ensuring efficient and compassionate service delivery while maintaining a high level of preparedness for disaster-related inquiries.

Please note this is not a fixed role and the position will be activated in the event of an emergency such as bushfires/floods, to support emergency response. Depending on the type of emergency the job will be activated for a suitable period. It’s a perfect role for those looking for flexibility, working from home and an opportunity to assist the community during an emergency.

Responsibilities:

The role includes but is not limited to:

• Manage and lead a team by allocating and coordinating workflows and identifying best practices to ensure service delivery standards are met.
• Support assessments of complex grant applications to meet eligibility requirements
• Attended meetings with representatives of the Grants Manual Assessment Team
• Conduct complex inquiries, assess eligibility, investigate and adhere to compliance requirements
• Prepare and review documentation such as work instructions and reports
• Develop and support your team members through coaching and training to build capability and improve performance to ensure service standards are met.
• Contribute and support project deliverables.
• Communicate and liaise with internal and external stakeholders
• Source, collate and compile data and other information

About You:

• Strong leadership skills with specific experience in managing and leading operational staff in a high-volume, customer-focused environment.
• Excellent communication skills with the ability to effectively communicate with a wide range of stakeholders.
• Customer advocate with an empathic approach
• Positive, can-do attitude with creative and collaborative problem-solving skills.
• Well organised, able to multitask and work with deadlines.
• Experience in grants, rebates and vouchers administration is preferable but not necessary
• Experience using Salesforce Lightning & Genesys is preferable and an advantage but not essential.
• At least 2 years leading teams of at least 10+ people in fast paced / agile working environment (e.g. 200-300 cases/applications processed by the team per day.

If you can demonstrate all the above and are available for an immediate start, then please apply.