Customer Service & Sales Team Leader

At RACV we are people who care, we’re part of people’s every day – making a positive impact in their homes, on the road and on holidays. We’ve built on our roadside history and been there for our customers and members for more than 115 years.

Join the RACV team as a Customer Service & Sales Team Leader in this newly created opportunity in Ballarat! Your leadership and passion will shape our valued inbound phone-based contact centre Team in one of RACV Hubs. You'll lead, coach, and develop customer service professionals, ensuring a seamless and consistent member experience.

What will you be doing :

Utilising your experience in managing high performing, frontline consultants, you will be focused on leading and motivating your team in achieving relevant KPIs whilst providing support and training as required. This is where your passion for leadership, coaching and mentoring will shine. With empathy front of mind, you will create and deliver a sense of connection and collaboration.

This is a purposeful, multi-facetted role that will :

• Embed brand promise and build a sense of purpose within your teams
• Build a positive team culture and a sense of connection that drives performance
• Celebrate & recognise moments that matter for our people
• Create and lead a coaching culture founded on strong meaningful relationships
• Upskill and provide practical support to Contact Centre Consultants
• Variety of work that will help ensure a seamless and consistent customer and member experience this may include exposure to OMNI channels.

We are looking for :

The ideal candidate for this role thrives in a dynamic environment, leveraging professionalism, energy, and strong leadership to excel. They are adept at fostering customer-centric cultures and driving employee engagement, championing a collaborative approach. With exceptional communication and relationship management skills, they are committed to delivering outstanding outcomes and exceptional customer experiences. Their proactive, solution-oriented mindset and ability to actively listen and understand needs ensure effective problem-solving and communication in both verbal and written formats.

To be successful in this role, you will possess :

• Essential – at least 3 years’ experience in an operational management capacity within a Contact Centre / Customer Service, managing a team of staff
• Desirable – Previous experience in a similar role, with significant experience working in a phone-based customer service environment or omni channel understanding.
• Intermediate computer skills, including proficiency with Customer Relationship Management systems and other relevant software, will also be highly regarded.
• Demonstrated experience in stakeholder engagement, negotiating, conflict resolution and building strong and effective working relationships.
• Strong interpersonal skills with the ability to implement change management processes and influence culture.
• Ability to travel as required for meetings and learning opportunities

What we provide :

A tight knit team, with a supportive and collaborative culture and exclusive employee benefits you’ll want to use such as :

• Great discounts on insurance and accommodation at all RACV resorts,
• Free Basic Emergency Roadside Assistance, and the
• Ability to support your community with matched giving programs, volunteer days and team fundraising that allows you to do more for the causes that matter to you.

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and / or the role, please let our Talent Acquisition Team know.

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

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