Customer Service Team Leader Growth opportunity - 2ic to Chief Customer Officer Lead a small team of high performing and committed professionals Organisation that is on a phenomenal growth phase - culture reflects this: no ego | growth mindset | hard-working Client Details One of Australia's fastest growing businesses and admired brands, our client is leading the way for innovation, and product quality. On a huge growth trajectory, our client attributes success to their people and to cultivating a culture that is collaborative, hard-working, transparent, ambitious and valued. Equally, the same emphasis is placed on their customer to ensure a quality service. Integral to this, is the appointment of a gun Customer Service Team Leader. Someone with strategic vision and leadership but not afraid to roll up sleeves and support with calls when required. This truly is a growth opportunity for the right person/ mindset and the role will essentially act as 2ic to the Chief Customer Officer. Description The Customer Service team leader is to oversee the operations and performance of the Customer Support team; local and off-shore. As 2ic to the Chief Customer Officer, the Customer Service Team Leader will guide on performance and lend vision to overall organisational strategy. Lead and manage a small team of local customer service professionals who primarily manage telephone calls with online customers and logistics partner. An offshore team of customer service agents who manage live chat and email interactions with online customers. Partner with our operations function to manage day to day relationship and problem solving with logistics / customer delivery partner. Provide guidance and mentoring to the team. Conduct regular team meetings to provide updates, share feedback, and foster a collaborative environment. Monitor and evaluate team performance, providing constructive feedback and performance reviews. Develop and implement training programs for new team members, as well as ongoing training and development for existing team members. Communicating policies, procedures and processes to the team ensuring compliance Management of team rosters, timesheets, leaves on a weekly basis and staff resources to meet business needs. Proactively partner with other functions across the business, including operations, marketing, data and engineering, quality assurance and people & culture to drive superior business, team and customer outcomes. Profile Experience in FMCG preferred. 2 years experience in a team leader role within Customer Service. Experience working with offshore contact centres. Experience working with logistics. Excellent Communication and time management skills. A love for people management with experience in the implementation of training, development and up-skilling of a team. Experience with CRM software. Must have flexible work availability that is inclusive to weekdays, and weekends Job Offer Our client runs a tight ship to ensure they secure the absolute best people for the business and will have two stages of interviews and psych testing. Fantastic brand Growth and access to CCO as 2ic Good team culture Contact details - ashleyduffyfutureyou.com.au