RMIT University
Service Connect Team Lead - HR
East Melbourne, 3002, Melbourne, Victoria
Call Centre & Customer Service
Full time
Posted 10/04/2025
Closed 24/04/2025
This is a Service Connect Team Lead - HR role with one of the leading companies in AU right now 🔥 -- RMIT University -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at RMIT University 🧐🧐
About the role As Service Connect Team Lead, you will supervise the Tier 1 specialised HR/People skilled resolver group and handle daily operations, escalation of complex inquiries and promote cross-functional collaboration and improvements to daily operations. In this role, you will provide HR advice across all customer contact channels, with a focus on first level resolution.
You will conduct appropriate research and/or identify root causes and be the first point of escalation for the HR skilled resolver group. In addition, you will manage quality control and collaborate with Team Leads from other skilled resolver groups to maintain a consistent standard of service delivery for all of Service Connect. To be successful in this position, you will have:
- Demonstrated Senior or Team Lead experience delivering professional support services preferably in a HR Contact/Service Centre.
- A strong customer-centric mindset.
- Proven ability to assist in the coordination of a team to deliver an outstanding customer service experience consistent with RMIT’s service principles.
- Proven ability to deliver high level customer service in a multi-channelled environment (e.g. telephone, email, web chat etc).
- Proven ability to analyse and interpret a complex range of service metrics and other information to improve performance and customer experience.
- Demonstrated highly developed interpersonal, communication and negotiation skills within a complex organisational environment.
- Experience with ServiceNow, Web Chat, ADP Payroll and/or Workday is desirable.
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