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Helpdesk Team Leader

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Date: 28-Jan-2019

Location: Canberra, ACT, AU, 2601

Company: Broadspectrum

Broadspectrum is an operations, maintenance and construction services organisation, operating globally in the resources, energy, industrial, infrastructure, rail, property and defence sectors. This is a diverse and growing business offering the training, opportunities and support you need to begin and build a successful career.

Position Objective:

Reporting to the Contact Centre Operations Manager, the Team Leader is responsible for the day to day operations of their team. This involves setting of targets & direction for a team of up to 10; ensuring the team is resourced in line with operational needs; ensuring the customer & subcontractor calls are answered professionally and according to process & current contractual obligations & Service Level Metrics. This role is critical in the setting of the environment (leadership, people and the physical workplace), ensuring the contact centre promotes best practice. 


Key Requirements & Skills:

  • Demonstrated experience in a supervisory/management environment (including coaching and development of team members)
  • Broad knowledge and experience in: a customer service environment, taking customer phone calls whilst entering data into a database, navigation around multiple IT systems, resolving customer complaints
  • Proven adaptation to multiple software applications including in-house databases
  • Above average skills in: verbal and written communication, conflict resolution, attention to detail
  • Excellent skills in: accurate data entry, listening and paraphrasing customer issues, liaising with stakeholders
  • Demonstrated ability to: resolve customer requests in a professional and efficient manner
  • Demonstrated ability to: work cooperatively within a team environment and motivate self and others
  • Demonstrated ability to: identify areas for improvement within the team and business and suggest solutions
  • General knowledge of: billing systems, health and fitness industry, new technology
  • Experience in: customer service, contact Centre’s, sales, retail or any other transferable skill industry
  • Flexibility to work rotating shifts.


The contact centre is operational Monday to Friday from 7am to 7pm which handles inbound and outbound communication via telephone, email or online requests, and point of contact for all maintenance requests from the initial request, triaging and categorising request, and allocation of work to subcontractors and landlords to satisfactory completion.


Click apply include your cover letter with your resume for this fantastic opportunity!


NB: The successful candidate must complete a AGSFA security clearance and must be an Australian resident.

We acknowledge the importance of our people’s diverse experiences, talents and cultures that they bring to work with them each day. Embracing Diversity and Creating Inclusion is a key component of our Talent Management Strategy. The creation of a Diverse and Inclusive workforce is central to our ability to unlock potential and enhance our success, creating a high-performance business.


Position Reference Number: 103454

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