Novated Sales Support Team Lead Call Centre & Customer Service Team Leader AU - Sydney Permanent / Full Time 29/1/2024 Upto 4 wellness days 2 Volunteer days each year Career Progression opportunities Generous discounts and additional monetary benefits WHO WE ARE We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1200 employees. www.sgfleet.com SOME OF OUR PERKS INCLUDE Recharge and relax with up to four extra days of leave each year. We call them Wellness days We offer industry leading 20 weeks paid parental leave Save plenty with vehicle salary packaging Monetary service milestone awards Recruitment referral bonus Discounted mobility products and services Flexible work arrangements Career progression opportunities (over 25%[JF1] of our vacancies get filled internally) Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more Two paid volunteer days each year to give back to causes that matter to you Health and wellbeing support including a subsidy and an innovative Employee Assistance Program ABOUT THE ROLE… The Team Leader, Sales Support is responsible for overseeing the day-to-day operations of the sales support function. This includes monitoring KPI and SLA performance, coaching team members, handling issues and escalations, fostering relationships with internal stakeholders, and ensuring data integrity. The Team Leader is also responsible for managing the workload of the team and identifying potential issues that may impact the business. TASKS AND RESPONSIBILITIES… Monitor KPI and SLA performance and manage necessary changes to ensure company commitments and goals are met. Coach and support team members in their interactions with customers, employers, and internal stakeholders. Handle any issues, escalations, or complaints in a professional manner through to completion. Develop and maintain relationships with internal employees and departments to enhance understanding of the customer order journey, specific to the Novated product, assist sales to achieve the results they require to build SG Fleet's leasing portfolio. Demonstrate leadership behaviour to develop the team and maintain a positive work culture where people aspire to work, while maintaining high productivity levels. Manage key events and tasks of the sales support process in accordance with sgfleet policy and procedures. Ensure data integrity and accuracy of all information entered and managed by the Sales Support Coordinators. Create and manage reports on a daily, weekly, and monthly basis for management and the leadership group. Effectively manage the workload of the team and identify any potential issues that may impact the business. SKILLS AND EXPERIENCE Excellent communication skills, both verbally and in writing, together with good listening and probing skills Experience in a leadership role, preferably in a sales support or customer service environment. Ability to develop staff and build a positive work culture. Strong coaching and communication skills. Ability to handle and resolve issues and escalations in a professional manner. Strong relationship-building skills and ability to work collaboratively with internal stakeholders. Excellent organizational and time management skills. Attention to detail and commitment to data integrity. Proficient in using MS Office and other relevant software. WHAT'S NEXT We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity, offers work-life balance and career development. We are a proud equal opportunity employer. Resumes may be sent, and interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application 'close' date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.