Customer Service Team Leader

Organisation/Entity: Customer Strategy & Technology
Job Category:
* Customer Services and Call Centre | Management and Support

Job Location:
* Sydney Region / Sydney - Greater West

Job Reference Number: 7739-34378344
Work Type: Full-Time
Closing Date: 24/01/2021 - 11:59 PM

Evolving Transport

Transport for NSW is delivering an unprecedented $57.5b investment into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.

The Division

The Customer Strategy & Technology division is focused on creating the future of mobility in NSW, and shaping a world-leading transport system for our customers and communities.

The opportunity

We are looking for a Customer Service Team Leader to join Customer Payment Services branch. In this newly created role, you will be responsible for leading and managing a team of 9 who provide direct services to customers in a front line contact centre environment. The Team Leader will need to ensure sufficient capacity is available during core operating hours in order to promptly address customer feedback and achieve set KPIs.

Working closely with the Customer Operations team this team will oversee the implementation delivery of a customer-focused service for customers, including responding to escalated tolling, concessions and ticketing customer complaints, processing privacy and third-party data related requests and proactively identifying opportunities to continue to reduce customer complaints and feedback.

What you will be involved in

If successful you will be tasked with developing a team of customer service officers, including monitoring performance and facilitating their ongoing skills development all while coordinating the day to day running of the customer improvement program ensuring compliance with program objectives;

* Create robust processes for customer feedback and review performance through detailed analysis and reporting to ensure performance is on track, issues resolved on time and continuous improvement.
* Manage, assess and approve requests for personal information gathered from third-party law enforcement agencies required to support the effective processing and resolution of claims within Agency Privacy Guidelines, including maintenance of registers and reports, and relevant audit trails to support compliance monitoring.
* Lead the analysis of customer feedback and identify opportunities to improve the overall customer experience when dealing with ticketing systems.
* Monitor trends, the quality of feedback data, volumes of feedback, system issues and subsequently investigate and make recommendations for process and system improvements that will benefit the customer.

About you

You are an experienced supervisor of small teams with demonstrated experience working in a challenging high-volume Customer Service environments where it was your responsibility to use contemporary approaches improving customer-focused service delivery. You have solid experience leading, developing and mentoring high performing teams and will also have a passion about continuous improvement & being a customer advocate.

Strong customer service & communication skills are essential to the success of this role. Experience in using business data to evaluate outcomes and inform continuous improvement & conducting regular reviews of ministerial correspondence are highly desirable. You will be a collaborator by nature with the ability to build relationships with a diverse range of stakeholders both internally and externally.

Want to know more?

Please click here to view a copy of the Role Description. For any enquiries, please reach out to Jackie Brillas on 0466 102 162 or at Jackie.brillas@transport.nsw.gov.au

Salary and Benefits

Transport Grade 8 ($118,015 - $132,176) + Super

Our Commitment to Diversity

Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Customer Service Team Leader

New South Wales Government • Sydney NSW 2000

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