Customer Service Team Lead
Posted on:
June 19, 2025
Job description
About the opportunity
Join our Fitness & Wellbeing Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting to the Senior Manager, Software Support, you'll be responsible for a regional team of Contact Support Advisors and will offer leadership, management and guidance, whilst effectively delegating and aligning core work to the team, overseeing their performance and supporting individual and team development.
Our support team is core to our success as a global business, and we want to be role models for our customers. Your people will be the first point of contact for our consumers and the voice of our trusted brand.
Responsibilities
Some of the other responsibilities include:
- Provide assistance, support and coaching to Contact Support Advisors
- Be an escalation point for concerns raised by Advisors and consumers
- Contribute to the flow of internal communications to your teams from all internal departments
- Provide supervision and support to ensure all company standards and policies are adhered to and maintained
- Set goals for team members as required to support annual performance assessments
- Provide a support infrastructure to improve quality of performance and improve the consumer experience
- Responsible for management of team key performance indicators (KPIs), overseeing performance management; and reporting on team performance
- Conduct call quality reviews with team members; providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
- Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
- Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures
- To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience
- To have a people centric approach to handling performance or conduct matters, collaborating with other departments where necessary
- To review and monitor Contact Support Advisor attendance levels and offer wellbeing support and manage effectively
For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
Job requirements
Qualifications
What would make me a good candidate?
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.
Required qualifications for this role:
- Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics
- Previous background in a Call Centre Operations
- Demonstrable and effective people management skills, with a track record of professionally developing others
- Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues
- Demonstrable experience in a consumer services or credit control role and environment
- Effective at identifying problems and providing appropriate solutions
- Ability to lead and motivate a team in exceptional consumer service and delivery
- Proactive, self-motivated learner with a strong drive to achieve personal goals
- You’re a true team player who is willing to support outside of your normal day to day
- You align with our four core values and you’re simply a good human
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
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