Team Leader

The Opportunity 

Join our team and represent a Federal Government agency that provides essential services and supports to over 600,000 Australians living with a disability. 

Reporting to the Operations Manager, you’ll motivate, lead and develop a team of 15 Customer Contact Officers (CCOs) delivering essential services to the Australian community. You’ll drive operational efficiency, foster a positive culture, and ensure exceptional customer experiences. Drawing on your proven record of managing performance, particularly in a contact centre environment, you’ll motivate, guide, and develop your team to consistently excel. 

What will you do? 

You’ll support Customer Contact Officers in making a positive impact on the lives of people with disabilities by: 

• Supervising, motivating & coaching CCOs to ensure the work we do reflects our core values and meets quality and customer service expectations and standards  
• Taking a proactive and people centred approach to coaching and performance management 
• Cultivating a positive, inclusive team environment that values diversity 
• Managing workloads to fulfill client Service Agreement requirements 
• Identifying and implementing efficiency and productivity improvements 
• Handling objections, de-escalations, and challenging calls professionally 
• Taking ownership of customer outcomes and resolving complex issues effectively 

Does this sound like you?  

We’re looking for someone who: 

• Excels at building trusting relationships 
• Demonstrates clear concise and effective written, and interpersonal communication skills 
• Uses critical thinking, sound judgment, and effective decision-making 
• Can prioritise workloads effectively 
• Can train, mentor, motivate and develop team members 
• Brings previous leadership experience, ideally in service-oriented roles 

Perks and Benefits  

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:   

• 100% work from home or the potential to work from our Dandenong contact centre (VIC) 
• Access to our extensive benefits including our rewards and discounts program   
• A friendly and diverse team with inclusivity and care at the heart of everything we do   
• Access to Sonder, our 24/7 Employee Assistance Program   

The Ts and Cs 

To work with Serco you’ll also be required to:  

• Complete a pre-employment check including relevant security and Police clearance  
• Have a safe and secure location to work from (i.e. a home office, photographic evidence required) 
• Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)  
• Complete a skills assessment so that we can learn more about you whilst you learn more about the role.  
• Attend an information session that describes what it's like to work in a virtual contact centre 

Diversity and Inclusion 

We are a workplace that actively advocates and welcomes people with disabilities. We’re committed to providing accommodations to ensure a comfortable and productive work environment for everyone. All applicants, including people with disabilities, are encouraged to express interest and share their unique requirements with us.