Team Leader Customer & Reminder Services

Description:

• Key influencing opportunity to lead a blended team of inbound Customer Service team and Outbound Reminder Services representatives
• Permanent career opportunity with market competitive remuneration
• Modern office located in South Wharf

The Company
DCA are a large team of data specialists and information technology experts who use the power of data to help organisations deliver a smarter, stronger future. Our reputation, built over 25 years, is for excellence in providing data services, enterprise smart mobility, higher education research management, cities and parking services, and hosting and data assurance services. Together with our clients, we are delivering business critical systems and transforming the way people live, work, grow and learn through our core areas of expertise:
 

• Smart Mobility delivers clever living solutions for smart cities,
• End-to-end data services enables strong decisions and a bright future for businesses, government and communities,
• Higher Education research management manages the entire research lifecycle and also paints an accurate picture of an organisation's research strength.

The Role
DCA is offering a rewarding career opportunity as Team Leader Customer & Reminder Services for an outstanding applicant to lead a dedicated team of inbound Customer Service and Reminder Services representatives responsible for management of parking and infringement services for multiple client groups. As a seasoned contact centre professional, you will effectively lead, develop and manage the team in achieving and exceeding set Key Performance Indicators and contractual requirements. You will also identify opportunities to enhance the customer service experience and support continuous improvement across the team and our internal processes.
The Essentials

To be considered for this role you will need to possess:

• Demonstrated ability to lead and manage staff and work flow processes
• Ability to motivate staff, successfully manage performance outcomes and provide appropriate feedback
• Experience monitoring, coaching and developing a team to achieve set targets
• Strong knowledge of the performance management process
• Excellent time management skills
• Proven internal and external customer focus
• Outstanding communication skills, both verbal and written
• Interpersonal and conflict resolution skills
• Ability to interact with all levels of customers, clients, and staff in a professional manner

Previous experience within a Business Process Outsourcing environment will be highly regarded.

If you are successful in this role, you will enjoy:

• A supportive and friendly team environment;
• Stability to develop your career with an established and growth focused company; and
• A range of benefits as part of our Employee Benefit Program.

A competitive remuneration package is on offer and will be based on the successful candidate's experience, skills and knowledge.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa with full working rights. Work eligibility will be confirmed as part of the recruitment process.
What's Next?
To take the first step towards a rewarding career in a reputable and innovative organisation, click the ‘Apply' button to submit your application including a Cover Letter quoting Job Reference: DCA/1550733B and describe how your experience and skills meet the role described!
DCA is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.