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Contact Centre Team Leader
NSW, Whitlam Leisure Centre - Liverpool 2170

NSW, Whitlam Leisure Centre - Liverpool 2170


At Belgravia Leisure we know we are in the “Era of the Customer” and recognise that customer experience has evolved significantly. Customers are smarter, better informed with more options, and more critical about the experience they receive, expecting it to be right the first time, every time.


We are recruiting a Contact Centre Team Leader in a full time capacity to train, develop and be accountable to the performance of Contact Centre Consultants whilst performing the role of a Contact Centre Consultant for a portion of their duties.


Duties and responsibilities include:

  • Provide regular updates to the Guest Experience Manager
  • Reporting on team activity and performance
  • Recruit, induct and train and develop team members
  • Assure team members are meeting inbound and outbound customer communication targets through phone, email, social platforms and SMS channels
  • Accountable to the team providing excellent customer service, by responding to customers’ needs or concerns and ensure the quality of service meets agreed customer service standards
  • Engaging with customers and promoting our services
  • Develop relationships with Venue Sales and Guest Experience Managers and work collaboratively to achieve best standard journeys from contact to in centre experience


Essential qualification requirement:

  • Experience in leading a team to achieve collective and individual targets  
  • Ability to work independently and in a team environment 
  • Strong interpersonal skills and the ability to communicate with a diverse range of customers  
  • Strong computer-based sales system knowledge 
  • Intermediate computer skills
  • Level 2 First Aid
  • Current CPR
  • Working with Children's Check (Employee status)
  • National Police check upon on-boarding 


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