Contact Centre Team Leader

Transcription

1 POSITION DESCRIPTION Contact Centre Team Leader 1 POSITION DETAILS Position Title: Reports to: Department: Location: Contact Centre Team Leader Manager Customer Assistance Customer Assistance / Customer & Community Traralgon Date: May 2018 Document Reference: COR/13/ PURPOSE OF POSITION The Contact Centre Team Leader motivates and leads the Contact Centre team in the delivery of a customer focused service to a wide range of internal and external customers, with the aim of resolving customer enquiries at the first point of contact. 3 ABOUT GIPPSLAND WATER The incumbent will be expected to adhere to all Gippsland Water policies and procedures, and in doing so, demonstrate our organisational values. About us Gippsland Water is the second largest regional urban water corporation by revenue in Victoria, comprising a diverse, complex and geographically dispersed asset base spread across a 5000 km 2 region which is serviced through an asset base of in excess of $1 billion. Page 1 of 6

2 We exist to deliver reliable, high-quality water, wastewater and waste recovery services to ensure the economy and liveability of the central Gippsland region. Our service area is diverse in area and needs, from the fast growing region in the west, to the transitioning challenges of the Latrobe Valley to providing water and wastewater services to Victoria s largest industrial water users. There has been significant change throughout the Gippsland region, in particular, the closure of major businesses. While this changing landscape presents many challenges to Gippsland Water, it also highlights the importance of the role Gippsland Water plays in the region, and the role we play in the region s transition. Gippsland Water will continue to focus on: maintaining quality water and wastewater services for our customers at an affordable price our sustainable future and the future of the region, and the role we play in the future. To enable the corporation to meet these needs Gippsland Water has introduced a new approach and strategy that better reflects the needs of the communities and positions the organisation to deliver sustainable environmental and financial outcomes. Gippsland Water engages an inclusive and diverse workforce of around 270 employees across six departments and prides itself on achieving a work-life balance for all employees, allowing us to deliver on the strategic priority of having the right people in the right jobs. This position, therefore, provides the opportunity for flexible working arrangements. 4 ORGANISATION STRUCTURE Manager Customer Assistance Senior Quality Support Specialist Customer Assistance Contact Centre Team Leader Customer Services Change Leader Customer Contact Officers Trainee Customer Contact Officers Quality Support Specialist Customer Contact Page 2 of 6

3 5 KEY ACCOUNTABILITIES The role of the Contact Centre Team Leader is to develop, lead and motivate a team of Customer Service Representatives, in the provision of frontline services. The role has direct control and influence on customer perceptions of Gippsland Water through the relationship developed at the first point of contact. The Contact Centre Team Leader ensures that services provided by the Contact Centre team meet all applicable regulatory service obligations and are continually improved to meet changing needs. Staff Management: 15 equivalent full time Customer Service representatives 6 KEY RESPONSIBILITIES This role is responsible for the day to day management and development of the Contact Centre team in a manner, that meets, and where possible, exceeds Gippsland Water s customer service obligations and expectations. Included in these responsibilities is to: Manage the workforce to balance high demands and conflicting priorities. Ensure that individuals have the requisite skills, knowledge and resources available to undertake the allocated work, while fostering, developing and maintaining team spirit. Undertake regular coaching with individuals to deliver a high level of call quality and consistency is maintained. Monitor individual and team performance, including undertaking Performance Reviews and Development Plans for all team members. Interpret and analyse performance data to aid in the achievement of team performance objectives as business requirements, regulations and technology evolve. Ensure relevant Gippsland Water policies, procedures and practices are followed and developed to ensure the organisation s statutory and regulatory obligations are met in relation to customer service standards and service centre activities Maintain an up to date understanding of standards and regulations relevant to the services of the Gippsland Water Contact Centre, and apply these evolving standards to existing processes and procedures Provide data to external regulators and auditors, as well as internal stakeholders regarding levels of services and relevant statistics. Establish and maintain a co-operative working relationship with all workgroups across Gippsland Water. Page 3 of 6

4 7 KEY CHALLENGES The successful applicant will be required to quickly and accurately get up to speed with all the relevant areas and processes of the business in order to contribute immediate value to this customer service team in a leadership capacity. Ongoing challenges of the role include to: Ensure consistent information and advice is provided to customers in a timely manner Ensure Gippsland Water requirements along with statutory and regulatory obligations are continually met Have the ability to provide accurate, detailed advice to a wide range of customers both internal and external to the organisation 8 JUDGEMENT & REASONING The successful applicant will need to communicate with customers who are seeking expert advice, which may involve customers experiencing operational, financial, billing or planning difficulties and will need the incumbent to be empathetic whilst applying consistent advice. This position requires accurate responses made under pressure and within limited time frames. The successful applicant will be able to refer to procedures and policies to assist in the execution of their role, however will need the ability to understand and interpret legislation and policy to analyse and assess a range of solutions and select the most appropriate. The Team Leader will be authorised and empowered to undertake all reasonable action to ensure longterm resolution of customer needs and high levels of customer satisfaction. 9 INTERPERSONAL SKILLS/COMMUNICATIONS The Team Leader Contact Centre must have highly developed interpersonal and communication skills, including written, verbal and presentation, to be able to interpret and present a wide range of information and effectively relay this information to diverse audiences both internal and external to Gippsland Water. In addition they will need to have the ability to build and maintain relationships within their team and across the organisation. To achieve Gippsland Water s strategic customer and business objectives, they will be required to persuade, convince, and negotiate with both internal and external parties and peers in order to provide quality customer service. Page 4 of 6

5 External Communications This role will regularly consult with a wide range of external customers on a daily basis. In addition to Gippsland Water customers, the Contact Centre acts as a central point for all calls to Gippsland Water and therefore, will speak with stakeholders for all areas of the business. This position will take a leadership role in the resolution of customer queries, and will on occasion, be challenged with difficult or irate customers. Internal Communications The successful applicant will have regular day to day contact with the Manager Customer Service in regards to advice outside of their delegation or skill level, people management issues and authorisation of expenditure or solutions outside of policy and process. They will regularly consult with the other Team Leaders, as well as the Dispatch and Field Operations staff in their daily work as a member of the team. 10 KNOWLEDGE, SKILLS & EXPERIENCE ESSENTIAL & DESIRED FORMAL QUALIFICATION Essential: Desirable: Frontline Management / Team Leadership Accreditation ESSENTIAL & DESIRED SKILLS/EXPERIENCE Essential: Very strong people skills Very strong analytical skills Demonstrated experience in a customer service environment. Demonstrated ability and experience in coaching/leading a team to meet its goals while they maintain enthusiasm and high levels of motivation Demonstrated experience in the analysis of statistical data Demonstrated experience in innovation and process improvement Ability to analyse complex problems correctly, assess a range of possible solutions and select the most appropriate to meet budgetary requirements and customer service, community, and regulatory obligations Desirable: Experience with business software packages including; customer billing, document management and geographical information systems. Experience with telephone system management systems Page 5 of 6

6 Demonstrated experience in resolving complex customer enquiries and complaints High level oral and written communication and presentation skills, including the provision of complex information to a diverse range of audiences A broad knowledge of Gippsland Water activities or an ability to quickly acquire it Knowledge of and ability to analyse data and produce reports A demonstrated ability to learn and adapt to new responsibilities Well developed interpersonal skills, with the ability to work effectively with people at all levels within the organisation An ability to analyse problems and make informed recommendations/decisions A current Victorian driver's licence or the ability to travel independently at short notice. 11 SELECTION CRITERIA Demonstrated ability and experience in coaching/leading a team to meet its goals while they maintain enthusiasm and high levels of motivation Demonstrated experience in the analysis of statistical and performance data Ability to analyse complex problems correctly, assess a range of possible solutions and select the most appropriate to meet budgetary requirements and customer service, community, and regulatory obligations Demonstrated experience in innovation, process improvement and change management High level oral and written communication and presentation skills, including the provision of complex information to a diverse range of audiences Demonstrated experience in resolving complex customer enquiries and complaints Page 6 of 6