Job Description About the opportunity Join our Fitness & Wellbeing Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting to the Senior Manager, Software Support, you'll be responsible for a regional team of Contact Support Advisors and will offer leadership, management and guidance, whilst effectively delegating and aligning core work to the team, overseeing their performance and supporting individual and team development. Our support team is core to our success as a global business, and we want to be role models for our customers. Your people will be the first point of contact for our consumers and the voice of our trusted brand. Some of the other responsibilities include: Provide assistance, support and coaching to Contact Support Advisors Be an escalation point for concerns raised by Advisors and consumers Contribute to the flow of internal communications to your teams from all internal departments Provide supervision and support to ensure all company standards and policies are adhered to and maintained Set goals for team members as required to support annual performance assessments Provide a support infrastructure to improve quality of performance and improve the consumer experience Responsible for management of team key performance indicators (KPIs), overseeing performance management; and reporting on team performance Conduct call quality reviews with team members; providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience To have a people centric approach to handling performance or conduct matters, collaborating with other departments where necessary To review and monitor Contact Support Advisor attendance levels and offer wellbeing support and manage effectively For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
