Customer Engagement Team Leader - Metricon Homes Qld. Love Where You Work Metricon Homes, a leading multi award winning new home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families. Based in our stylish and state of the art Robina Office, this Once in a Lifetime Customer Engagement Team Leader role will see you lead the day to day operations of the team. You will ensure all Customer Engagement Associates are delivering an optimal experience to customers by having highly skilled team members and managing resourcing effectively. Your role is to motivate, coach and provide training to achieve both team and individual performance metrics, and create a positive working environment. Reporting to the Customer Engagement Centre Operations Manager, your responsibilities will include: To lead the Customer Engagement Team with the day to day functions of the Customer Engagement CentreMaintain a motivated team, and positive working environment within a highly supportive team culturePerform coaching to develop team members' performance, offering feedback, and demonstrating the desired skills and expected work ethicWorking with the Customer Engagement Centre Operations Manager to deliver performance reviews for all staffEnsure that the Customer Engagement team are comprehensively trained and adhering to Metricon’s policies, processes, and procedures to deliver exceptional customer serviceProvide on-going quality assurance of all communication to ensure excellent and accurate service is provided Manage the roster and ensure sufficient resources are available to service customers effectively, ensuring coverage is provided during scheduled breaks and/or periods of leaveAssist with the recruitment and onboarding of new staff into the Customer Engagement CentreSupport all Engagement Centre staff by assisting in customer service duties which include phone, online and email based enquiresDevelop and nurture relationships with key stakeholders to work collaboratively, offer support and achieve organisational goalsImplement strategies which result in team and individual KPI successInnovation / Quality / Continuous ImprovementBe willing to partake in any and all trials that are conducted with Metricon stakeholders; andAttend all relevant promotion and marketing launches surrounding all products. Metricon will offer you: Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewardedCompetitive salary and salary package opportunitiesGenerous housing discounts on our award winning homes; andAdvance your professional growth with Metricon - the HIA's Number One Australian Home Builder and Australia's Most Trusted Choice. The successful candidate will have: Proven team leadership skills - ability to motivate, coach, train and develop a team Drive a customer centric cultureEnsure excellent verbal and written communication skillsWell developed problem solving and analytical skillsAbility to build relationships with key stakeholders across the businessAbility to multi-task, prioritise, and manage time effectivelyRole modelling Metricon values and strong leadership attributes; andExperience working with a CRM system and call centre dialer technology is desirable. How to apply: If you feel you have the necessary experience and drive to meet the challenges of this position, and can demonstrate how you meet the skills and attributes, please apply with your Cover Letter and Resume now. Monday to Friday This role requires a national police check to be undertaken by the successful applicant
