Customer Service & Security Team Leader at NEXTDC

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Customer Service, Incident Management, Facility Management, Rostering, Performance Reviews, Escalation Point, Continuous Improvement, Front of House Relations, Security Clearance

Industry

IT Services and IT Consulting

Description

Company Description At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers. NEXTDC is an exciting ASX 100-listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites on their journey to supporting our customer’s digital infrastructure. At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company. Where Cloud lives and AI thrives Job Description Moving into our Customer Service Team Lead role you will provide day-to-day management for the Customer Service Team in their respective region and be a friendly and efficient first point of contact for all visitors to our facilities. As our Customer Service Team Leader, you will also act as the first escalation point for all matters relating to the team, facility, service requests and incident management to ensure the highest standards of customer satisfaction are achieved. Championing this role, you will also be responsible for managing front of house relations across multiple sites. Working location: Sydney Working arrangement: Onsite, Monday to Friday, 8am to 4pm or 7am to 3pm Some of the tasks you’ll be responsible for: First-line people management across multiple sites – regular 1:1s, constructive feedback, identifying and resolving any performance issues, performance reviews, etc. Manage last minute shift changes, sourcing solutions to cover unplanned leave Ensuring adequate resourcing of staff, manage leave requests and design and manage the staff roster Managing front of house across multiple sites Acting as the first point of escalation for your team, providing efficient and effective resolution to issues Continuous improvement reviews for processes and best practices. Qualifications You thrive working in a collaborative team environment, but you're also able to work autonomously, taking ownership and accountability for all aspects of your role. You're also adaptable and cope effectively with complexity and change. You're always thinking outside the box to determine ways in which you can provide a world class experience for our customers. Previous Team Leading experience within a customer service environment Demonstrate knowledge and understanding of our incident management procedures and Facility Rules Proven ability to support our critical infrastructure escalations as required to the appropriate support team Ensure accurate recording of all information and carrying out audits of records Must be an Australian Citizen to meet security clearance requirements. Preferred to hold a Security Licence (Class 1A or state equivalent) and a current Baseline or NV1 AGSVA clearance. Additional Information Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy Join an inclusive, diverse and values-driven working culture Great opportunities to progress within our company (grow as we grow) Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate. Make NEXTDC your next move.

Responsibilities

This role involves providing day-to-day management for the Customer Service Team across multiple sites, acting as the first point of contact for visitors, and serving as the first escalation point for team, facility, service requests, and incident management issues. Key tasks include first-line people management, managing shift changes and rostering, overseeing front of house operations, and driving continuous improvement reviews for processes.