About the Role
The role of Team Leader Solutions in our Customer Connect Solutions Team is to lead a team of outbound call centre employees in the delivery of customer needs across BOQ products and services through telephony and digital platforms.
As part of the Management group within Customer Connect Solutions, the Team Leader Solutions will be responsible for implementing and achieving key business objectives and ensuring consistency of process and service experience across all channels.
This role will be responsible for providing continual employee development and training ensuring the required skill levels of team members are maintained to ensure appropriate decisions are made in terms of current policy and process.
The Team Leader Solutions will be responsible for leading, motivating and coaching a multi-functional team to deliver superior customer service within required service levels.
Solutions Channel delivering extended direct sales and fulfilment capability for inbound customers with an increased focus on proactive customer contact and retention.
To enable us to build best practice we will be splitting the solutions, fulfilment and customer contact activities into separate teams.
The purpose of this channel is to provide customers with needs-based solutions to ensure they are offered the right products and services.
The support by the fulfilment team will enable the Solutions and Customer Contact team to focus on the best customer conversation and experience.
The Team Leader Solutions will have demonstrated experience in a Team Leader or Management role with an understanding of the digital and direct banking environment.
You will have proven leadership experience in building a high performance culture. Naturally, you will possess strong analytical skills and be able to interpret and analyse data for effective team and workflow management and resource allocation.
Further you will demonstrate the following :
BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.
We support a flexible workplace and we are committed to an inclusive and diverse culture where differences are embraced!
This is a fantastic opportunity to develop your career in banking, meet new people and join a motivated team of professionals.