Customer Service Operations Team Leader

Description:

The opportunity for a Customer Service Operations Team Leader in the Swinburne University of Technology Customer Service Centre of Excellence has become available.

Reporting to the Senior Manager, Library Environment & Experience, this role plays an important part in staff management, complaints resolution and analysis, development improvement strategies, and liaising with core business units. This key operational position is responsible for the delivery of quality and seamless front line customer service throughout all aspects of domestic and international student journeys.
To be suitable for this role you will need to have experience in the below key accountabilities:

• Demonstrated experience in the development and supervision/management of a high performing team of front-line staff in a complex and busy environment.
• Excellent interpersonal, communication and negotiation skills, including demonstrated ability to work with people at all levels and build successful and effective internal and external stakeholder relationships
• Demonstrated experience working with, and interpreting, complex university or government policy and/or legislative requirements for both domestic and international students to ensure compliance controls are adhered to by your team
• Demonstrated excellent organisational and time management skills including the ability to plan ahead and prioritise competing demands to meet key timelines
• A degree with subsequent experience or extensive experience and specialist expertise or broad knowledge in technical or administrative fields; or an equivalent combination or relevant experience and/or education/training