JOB DESCRIPTION

About Us

Team Global Express is an Australian-owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm. Our organisation is undergoing transformation across the business and now is an exciting time to join to make this role your own.

About the Role

As the Team Leader for Customer Service, you will helm a team of skilled customer service consultants responsible for providing top-tier service to our customers, by responding to enquiries through various support channels including phone, email, or online chat. This role will ensure swift and efficient resolution of customer issues while upholding our company values. A focus on continuous improvement and collaboration is vital.

Reporting to the Senior Manager for Customer Service, as the driving force of your team, you will encourage growth, monitor performance, handle escalations, and implement initiatives to boost customer satisfaction and team productivity. This role will have KPIs linked to individual and team performance.

Please note, this is a 12-month fixed term position, located in Karawatha, QLD or Banksmeadow, NSW.

Key Responsibilities

• Provide strategic direction and leadership to the team, fostering a culture of excellence and high performance. Setting clear objectives, establishing performance standards, and motivate the team to meet and exceed these standards.
• Manage escalation for complex customer issues and adopt a customer-centric approach, effectively resolving issues in a timely and efficient manner while maintaining a high level of customer satisfaction.
• Identify areas of improvement in our processes and implementing initiatives that enhance both customer satisfaction and team productivity.
• Oversee the continuous education of team members on digital solutions and customer service skills. Identifying training needs, developing training programs, and ensuring that all team members are equipped with the necessary skills and knowledge to perform their roles effectively.
• Conduct regular quality appraisals for team members to maintain high standards of customer service. Providing constructive feedback, coaching, and guidance to support professional development.

About You

We are looking for a driven, empathetic leader who puts the customer at the heart of everything they do. You thrive in a fast-paced environment, understand the dynamics of a contact centre and are not afraid to dive into the details to ensure the best customer experience. You have a knack for identifying training needs and you're passionate about nurturing talent. Collaborative, resilient and strategic, you're comfortable making critical decisions and have a proven track record of leading high-performing teams.

• Proven track record in a leadership role, ideally within a fast-paced customer service environment, with the ability to manage, develop, and inspire high-performing teams.
• Strong commitment to providing outstanding customer service, with the ability to make strategic decisions focused on customer satisfaction.
• Experience with CRM technologies such as Salesforce and other call centre software, leveraging these tools to drive performance and customer service.
• Excellent written and verbal communication skills, with the ability to effectively communicate with a diverse range of stakeholders.
• Strong problem-solving skills with a keen attention to detail, demonstrating resilience in high-pressure situations.
• Minimum of a high school diploma or equivalent. Familiarity with key contact centre metrics and the importance of measuring service responsiveness and performance. Experience providing digital solutions to customers is a plus.

Why Team Global Express (TGE)

At Team Global Express, you'll thrive in a secure, high-growth sector, with our strong commitment to safety, environmental, social, and governance principles. Experience a supportive work environment, generous benefits, and a corporate culture that values social responsibility.

• LinkedIn’s Top Companies of 2023 in Australia.
• Competitive salaries - 82% of employees find salaries competitive/high.
• Excellent career development and progression opportunities.
• Up to 14 weeks paid primary carers parental leave.
• Staff discounts: Coles Express, G’Day Rewards, Officeworks, Hertz, etc.
• TGE offers well-being and mental health services for all employees.

Diversity and Inclusion

We celebrate difference.

Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit About - Team Global Express