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Client Services Team Leader

Position Description

There is never a typical day at Jaaims, but that’s why we love it here! This is an extraordinary opportunity to build a rewarding career in a fast paced and innovative environment, working with a highly collaborative group of individuals where your talents are nurtured in an inclusive culture that values diversity. If you have no respect for the status quo and you’re a round peg in a square hole please read on, this life changing opportunity might be for you!

With our company positioned for rapid growth, we are seeking a Client Services Team Leader to lead our Customer Services Team. This role will be very hands on with processes and structures being built around your feedback and input as our company scales. I can assure you that no day will be the same, you will be required to think on your feet, have a can-do attitude and a passion for helping others, as at the end of the day that’s why we are here… to support our customers that support us!

Position Title: Client Services Team Leader

Reports To: Chief Marketing Officer

Dotted line: Chief Executive Officer

Employment Type: Full-time

Location: Sydney, Australia

Salary Range: AUD$60,000 > AUD$80,000 + Bonus

Key tasks and responsibilities

 

External

  • Maintain effective customer contact and supporting customers with excellent product and market knowledge when required.
  • Able to build rapport with customers and interpret their needs and expectations.
  • Be able to respond quickly in a calm manner to our customer requests and problems by providing solution-based outcomes.
  • Ability to problem solve effectively and working with our customers in finding resolutions that benefit the customer as well as the business.

Internal

  • Monitoring the efficiency and effectiveness of day-to-day work of the customer success team and contributing to the identification of opportunities for improving operations to meet the company’s priorities and customer expectations.
  • Responsible for the leadership, motivation and development of staff and identifying their training and development needs then planning how these needs will be met and evaluating the training received.
  • Conduct performance reviews and assist individuals in addressing development needs.
  • Develop a performance monitoring and management approach which supports consistent delivery to service expectations.
  • Implementation of agreed service improvements.
  • Develop and promote excellent customer relations and communication with internal and external stakeholders
  • Ensure all correspondence, telephone and online queries are dealt with in accordance with agreed performance standards and provide reports on performance periodically as required.
  • Responsible for the direct supervision of the team and to exercise overall financial oversight where compensation and payments are required.
  • Use the application of analysis and reporting IT tools and reports; well versed in developing and managing adequate financial controls in databases and other Information Technology/data processing systems
  • Able to adhere to strict compliance policies in line with our financial services obligations.
  • Demonstrate responsiveness and ability to cope in a fast paced, rapidly changing environment.
  • Effectively log call information in company CRM with diligence and detail.
  • Collaborate with other business units to achieve company goals within a cross-functional organisation.
  • Provide continuous feedback to management about the role, our customers and suggest ways to improve our customer service department.
  • Provide reports to management when required. 

Accountability & Performance Measures

  • Achieve team call wait time and customer satisfaction (NPS) targets on a regular basis.
  • Meet team sales conversion and acquisition targets.
  • Ability to work co-operatively in a team environment to achieve company goals.
  • Be responsible for the customer journey from first contact to onboarding through the effective leadership of your team.

Qualifications, Aptitude & Knowledge

  • The successful candidate shall be an energetic, effective, self-starter with strong verbal and written communication skills who is able to excel in a high-pressure environment.
  • Advanced knowledge of customer handling techniques
  • Experience of effective supervision and motivation of a team of staff
  • Microsoft Office skills and high-level computer literacy.
  • Excellent communication and listening skills (written and oral).
  • Proven ability to hit targets on a regular basis.
  • Experience in the financial services sector highly regarded but not essential.

 Location, hours and travel

  • Limited travel if any required.
  • Flexible about hours of work and willing to occasionally work unusual hours when required.
  • Full-time employment hours apply.
  • This is an office based role (our office is brand new).

Please apply via Seek with your cover letter and current CV: https://www.seek.com.au/job/54756670

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