Team Leader Customer Support

Grade: Clerk Grade 7/8 Salary: $113,574 - $125,720 plus super. Employment Type: 2 x temporary full-time opportunities up to 12 months with the possibility of extension or conversion to ongoing employment. Location: Gosford (Mann Street) or Sydney (Elizabeth Street) with hybrid working available with a mix of in-office days (two days per week currently) and working from home. The State Insurance Regulatory Authority (SIRA) is looking for two Team Leader Customer Support to join our team! About the team: We are a trusted, collaborative team who deliver customer-focused solutions with integrity, empathy, and excellence. Our goal is to empower customers, support each other, and consistently deliver high-quality outcomes that make a meaningful impact. What this looks like day to day? Being there for our customers, supporting them via a range of voice and digital channels with both inbound and proactive outreach support. We are currently in an exciting period of change where we are building a new CRM, launching a new internal HR system, and updating our processes and structure to be best placed to meet our customer needs. Understand more about SIRA – here . About the role We are looking for a motivated leader with a passion for providing great customer service and continuous improvement. No days will look the same, but some work our existing leadership team has been involved in includes: Contact Centre Leadership (reviewing stats, identifying trends, managing escalations) - You understand the policies and processes, and can make decisions quickly in line with these to drive the best possible experience for our customers Leadership excellence – Coaching, training and supporting a geographically diverse team to be their best everyday (including recruiting and onboarding new team members) Conducting proactive and reactive information analysis - Identify opportunities, solutions, and recommendations for improving service delivery Project Management – Leading a range of projects (some small, some large) to improve things for our customers and our people Change Management – C ontributing to the role out of new systems, building system requirements, UAT Testing and supporting team members through change For more information on the role and its accountabilities, click here to view the role description. To be successful in this role you will have: A passion for customer service, you truly love to put the customer at the center and are guided by continually keeping them front of mind in all decisions Demonstrated leadership experience - This is your bread and butter, you get great satisfaction from coaching and supporting your people to grow and improve. Accountability and transparency are in your comfort zone Excellent communication skills - We are lucky enough to hear directly from our customers, and sharing insights into their experience with other areas of SIRA is vital to helping shape our schemes Tech savviness – CRM’s, knowledge systems, Microsoft Office suite – you have experience with them all and learn/adapt to new systems quickly The ability to adapt and a willingness to learn speak up: You are comfortable working in a dynamic environment, challenging the status quo, adapting to changing priorities, and continuously learning new skills and knowledge A proactive and collaborative approach: You take initiative, contribute effectively to team discussions, and work collaboratively to achieve shared goals. Knowledge of the CTP or Workers Compensation schemes is desireable but not a requirement (we have a great range of scheme experts on board who can share their knowledge) If you want to be part of this customer centric team we would love to hear from you!