Team Leader Customer Contact Centre

You’ll connect Queensland. We’ll connect you to an amazing career.

Our Travel Customer Contact Centre is seeking a Team Leader to join their team based in Brisbane CBD on a permanent full-time basis. In this role you will be responsible for leading a team of up to 12 people to provide professional leadership, coaching and expertise in sales and customer service within Queensland Rail’s Travel and Tourism team.

Role Duties:

• Provide leadership to attain high levels of performance through the management of employee performance, effective communication and employee development
• Managing customer service calls, resolving customer complaints and implementing corrective procedures to ensure a high-quality of customer service and improve efficiency
• Analysing, managing and reporting on sales performance of individual and team activity
• Identify and respond to staff training needs and opportunities to improve operational processes
• Ensure compliance with relevant Customer Contact Centre policies and procedures
• Contribute to the Customer Contact Centre Leadership Team through business planning, identifying and implementing opportunities to improve performance, new product input, marketing advertising initiatives, assisting with special projects as required
• Work various shifts between the hours of 06:40 and 19:15 across 7 days a week. The hours will vary week to week as part of a Master Roster Rotation, including 1 in 4 weekends and a number of public holidays

Our ideal candidate will demonstrate the following competencies:

• Previous experience in leading, coaching and influencing a positive team culture
• Exceptional customer service and stakeholder engagement skills
• Previous experience within a call centre or a Travel and Tourism environment would be highly desirable
• Be an excellent communicator with the ability to thrive in a tight deadline driven environment
• Previous experience using applicable computer systems e.g. Microsoft Office suite, travel booking systems

For further details please view the position description.

Benefits that Count:

• Permanent full-time opportunity based in Brisbane CBD with a salary of approximately $101,000 + super + any applicable penalties
• Be part of the Customer Contact Centre Leadership team consisting of 5 other Team Leaders, reporting through to the Contact Centre Operations Leader where you will be supported and given adequate training to hit the ground running
• Opportunity for hybrid working once competency is achieved
• Free rail travel to and from work + discounted rail travel for off-duty travel on the SEQ and long-distance travel networks
• Fitness Passport is a discounted workplace health and fitness program giving you and your family unparalleled access to a wide range of gyms and pools throughout the state
• Employee Assistance Program covering career, conflict management, nutrition and family support and assistance.

Your journey matters. Make it with us.

Please apply to Team Leader Customer Contact Centre (9137) via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) Sunday 16th February 2024. 

IMPORTANT INFORMATION FOR CURRENT QUEENSLAND RAIL EMPLOYEES:

You must apply for vacancies via the internal People Connect solution – Click here for more information

External applicants applying for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing. The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, pre-employment health assessment and background checks that might also include criminal history and credit checks.  

Supporting a Diverse Workforce

Queensland Rail is committed to a diverse workforce that is reflective of the customers and communities we serve.
We are inclusive, collaborative, respectful, and value our differences.  We are 1TEAM, where everyone belongs.
If you do require an adjustment during the recruitment process, please contact Kayley Gayton via the phone number or email below.

To learn more about this Queensland Rail career opportunity please contact Kayley Gayton with your specific enquiry at kayley.gayton@qr.com.au. Please do not email your application. We can only accept applications received via our website.