Customer Support Team Leader

at  Mable

SKILLS:

• Recent experience leading a customer service team.
• Excellent communication and leadership skills.
• Demonstrated ability to influence change.
• Strong problem-solving and decision-making skills.
• Confidence using tech systems such as Google Suite, Salesforce, and cloud-based contact software or ability to learn similar systems quickly.
• Deep customer empathy.
• Resolution-focused nature.
• Experience at coaching individuals and teams for success.
• Strong communication skills and customer service focus.
• Ability to manage and resolve complex customer complaints.
• Ability to motivate a team to achieve key performance indicators.

WE ARE ONE

As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for!

THIS ROLE IS FOR HOMEMADE - A RELATED ENTITY OF MABLE

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.
We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.
Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.
To find out more, click here.
An exciting opportunity exists to join our team as a Customer Support Team Lead , helping older Australians live the life they want.
Reporting directly to the Customer Support Manager, you will be working closely with our customer support team to enable them to deliver personal, friendly, high-quality service experience to our customers.
As the Customer Support Team Lead, you will play a pivotal role in supporting our team and ensuring the continuous improvement of our customer experience. This position requires a high performer with a passion for driving efficiency and delivering exceptional support to our team and customers.

RESPONSIBILITIES:

• Monitor performance and lead the team to achieve key performance indicators (KPIs) providing a high standard of service and first point resolution to internal/external customers.
• Effectively lead a team with a clear communication style that builds trust, promotes teamwork and encourages collaboration and open dialogue.
• Motivate team members to excel while guiding them effectively to adapt and embrace change in our fast paced work environment.
• Supervise, coach and mentor direct reports to ensure a high-performing team environment where team members work to their full potential in a complex mobile/remote workforce environment.
• Communicate performance goals and plans clearly to the team, reviewing these on an ongoing basis to effectively deliver on business goals and priorities.
• Meet set tasks and reporting deadlines where required, including but not limited to customer service performance, Salesforce & HomeMade
• Platform tasking and cases and activity through social media.
• Build and maintain mutually beneficial relationships with key stakeholders, to ensure a cohesive and collaborative approach to achieving HomeMade goals.
• Together with the senior Managers, review and set quarterly, work on strategies to improve the customer journey based on team feedback and insights from data, translate these strategies into practical procedures and documents, and train and coach the team to deliver.
• Facilitate regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement.
• Proactively work with customers to help get the most out of systems and Service Partners platforms.
• Work closely with our Service Providers to successfully onboard customers to our platform.
• Act as a backup team member for breaks, leave and sickness.