We are thrilled to present an exciting opportunity for a Team Leader to play a key role in managing the daily functions of our Student Recruitment department. This role is integral in guiding and aiding a team of Student Advisors to reach sales goals, cultivate customer relationships, and provide exceptional customer experiences. This position requires a blend of leadership, sales acumen, and efficient communication to steer the team towards success.
What you’ll be doing
Team Leadership:
- Offer guidance, mentorship, and assistance to a team of Student Advisors.
- Set clear performance standards and goals for team members.
- Organise regular individual meetings and performance appraisals to give feedback and promote professional development.
Performance Monitoring and Management:
- Track team performance indicators, including call numbers, response rates, quality scores, and customer satisfaction ratings.
- Pinpoint areas for enhancement and carry out corrective measures to ensure performance targets are achieved.
Process Improvement:
- Work together with the leadership team to improve existing processes and workflows.
- Suggest and apply process enhancements to boost efficiency and effectiveness in service delivery.
Training and Development:
- Join forces with Capability Coaches to organise and conduct training programs for new recruits and ongoing skill enhancement for existing team members.
- Confirm team members are current with product knowledge, company policies, and customer service best practices.
Customer Escalations:
- Manage escalated customer issues that need further attention or resolution beyond the abilities of our Advisors.
- Identify fitting solutions to customer issues while maintaining a customer-centric approach.
Reporting and Documentation:
- Generate and present regular reports on team performance, emphasising achievements, challenges, and opportunities for improvement.
- Keep precise and current records of customer interactions and issue resolutions.
Team Motivation and Engagement:
- Nurture a positive and cooperative team environment that promotes open dialogue, innovation, and continuous improvement.
- Acknowledge and reward team members' accomplishments and contributions.
Quality Assurance:
- Perform quality audits on customer interactions to ensure compliance with company standards and guidelines.
- Give constructive feedback to team members to improve their performance and uphold service quality.
If you're ready to make an impact, here's what we're looking for:
- A solid commitment to fostering high-performing and engaging teams.
- Proven ability to guide a diverse team with a special emphasis on coaching and mentoring.
- Outstanding communication skills, validated by a history of creating and maintaining relationships.
- A consistent commitment to ongoing learning and enhancement.
- Remarkable organisational skills and proficient problem-solving capabilities.
- Skilled in stakeholder engagement and collaboration.
- Advanced analytical skills for understanding and interpreting data and reports.
What do we offer?
- Not-for-profit salary packaging benefits, including novated leasing
- Competitive market salary along with annual individual and company incentives
- Discounted gym memberships and health insurance
- Learning and training opportunities
- Subsidised study opportunities
- Paid subscription to Calm as part of our commitment to health and wellbeing
- Inclusive leave policy to swap and recognise significant events that fall outside of our public holidays
- Workation leave – work remotely anywhere for 10 days of the year
OUA is committed to fostering an inclusive and diverse workplace, reflecting the diversity of the marketplace we serve. We encourage candidates from all backgrounds to apply, even if they don't meet all the requirements listed. We value unique perspectives and experiences that can contribute to our mission of helping students transform their lives.
