At a Glance
- Tasks: Lead a dynamic team while providing top-notch customer service and support.
- Company: Join a vibrant contact centre in Moonee Ponds with a focus on teamwork.
- Benefits: Develop leadership skills, receive ongoing support, and enjoy a collaborative environment.
- Other info: In-office role with opportunities for career growth and development.
- Why this job: Step into a leadership role and make a real impact on team success.
- Qualifications: Experience in contact centres and a passion for helping others succeed.
The predicted salary is between 42250 - 51638 $ per year.
We are seeking a motivated and supportive Assistant Team Leader to join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.
About The Role
- Support the Team Leader with the daily operation of the Contact Centre
- Provide guidance, assistance and real-time support to consultants
- Handle both inbound and outbound client calls
- Assist with managing call queues, workloads and daily priorities
- Monitor team performance and help consultants achieve service and productivity targets
- Provide constructive coaching and feedback
- Assist with escalated or complex client enquiries
- Promote a positive, respectful and collaborative team environment
- Step into the Team Leader role when required
- Ensure company procedures and service standards are consistently followed
Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st 8:30am to 3pm.
About You
- Has experience working in a contact centre or high-volume customer service environment and interested in developing or continuing a career in leadership
- Communicates clearly, professionally and confidently
- Enjoys supporting and bringing out the best in others
- Can provide feedback in a constructive and encouraging way
- Remains calm and solutions-focused when handling challenging situations
- Is comfortable working toward performance and service targets
- Can effectively balance leadership responsibilities with taking inbound and making outbound calls
- Is reliable, organised and able to manage competing priorities
- Contributes positively to team culture
- Previous leadership, coaching or mentoring experience will be highly regarded.
What We Offer
- An opportunity to develop your leadership capabilities
- Ongoing support from experienced Contact Centre leaders
- A varied role combining customer service, coaching and team support
- A collaborative and supportive working environment
- The opportunity to make a genuine contribution to the success of the team and the experience of our clients
This is an in-office position based in Moonee Ponds Victoria and is not offered as a remote or hybrid role.
If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you. Apply now by submitting your resume and a brief cover letter outlining your relevant experience and interest in the role.
Assistant Team Leader – Moonee Ponds in Melbourne employer: H&R Block Australia
H&R Block Australia is an exceptional employer that prioritises employee development and fosters a collaborative work culture in the vibrant Melbourne CBD. With a strong focus on career growth, we offer our Client Growth Managers not only competitive remuneration but also the opportunity to build meaningful client relationships while contributing to the success of our business services. Join us and be part of a team that values your expertise and dedication.
