IBA Level 6 ($125,517 - $139,348)
Adelaide, Alice Springs, Brisbane, Broome, Cairns, Darwin, Melbourne, Perth, Sydney, Tamworth or Wagga Wagga
The Service & Support team consists of Relationship Officers (2 FTE) responsible for undertaking service requests from the national Relationship Management team as well as undertaking ‘light touch’ duties in managing a portfolio of Business Solution customers. The Service & Support team includes the Business Solutions Customer Contact Centre (3 FTE) responsible in supporting the national Business Development team by actioning customer enquiries on the phone and online. The Service & Support model’s core function is to support the cross-functional teams in Business Solutions, service customer enquiries and deliver the best service every time.
Role:
The Team Leader, Service & Support reports to the Senior Manager, Business Lending & Customer Management, and provide coaching, mentoring and leadership to cross-functional teams and staff located within their designated area of responsibility. The role is responsible, in conjunction with the Senior Manager, for the development of regional operating plans/strategies and managing resources required to meet these strategic objectives. They are also expected to work with a significant degree of independence and under limited supervision and direction.
Key Responsibilities:
- Collaborate and lead customer services operations with cross-functional teams to promote quality, seamless customer interactions and exceptional service delivery.
- Manage the operations of the Customer Contact Centre inbound phone and web enquiries.
- Develop strategies outlining key areas of focus for Business Solutions products and services, customer service process improvements, proactively identify customer opportunity and managing promotion and marketing.
- Support the Senior Manager and the Executive in delivering IBA’s services and provide local leadership and management to all Business Solutions staff within an operational environment.
- Provide expert advice, guidance, coaching, skills and capability development to team members whilst ensuring the team has sufficient resources, tools and support to achieve required outcomes.
- Monitor the performance of the team against agreed targets and within IBA’s agreed quality tolerance and accurately capture, manage and report information.
- Manage a small portfolio of customers and all stakeholder relationships.
- Exercise delegations in accordance with IBA’s policy & procedures.
Capabilities:
These are essential unless otherwise indicated.
- Displays Aboriginal and Torres Strait Islander cultural capability.
- Awareness and understanding of Aboriginal and Torres Strait Islander societies and culture as well as the demonstrated ability to liaise, communicate and negotiate sensitively and effectively with Indigenous individuals and communities.
- Awareness and understanding of Australian Indigenous issues particularly as they relate to small business.
- Well-developed ability to negotiate confidently and to communicate at a leadership and formal level with persuasion, influence, clarity and with the ability to understand and adapt to an audience.
- Display a commitment to quality customer service and placing the customer at the centre of everything they do.
- Highly developed business acumen and expert knowledge and understanding of small business development, relationship management principles, call centre customer enquiries and commercial lending.
- Superior leadership capabilities that will motivate, inspire and develop a superior customer service focused cross-functional national team of Service & Support staff.
- Strong personal drive and integrity including:
- professionalism and probity
- engaging with risk and showing personal courage
- commitment to action
- promoting and adopting a positive and balanced approach to work
- self-awareness and commitment to personal development.
- High degree of proficiency in Microsoft suite of products - primarily Word, Excel and Outlook.
Prerequisite requirements
- Current driver’s licence.
- Willingness and ability to undertake regional and remote travel as required, including overnight absences at least once each month.
Reference documentation: www.iba.gov.au
- About Us – Our Values
- About Us – Working at IBA
- About Us – News and Publications - Annual Reports
Further enquiries: Gordon Jeffrey 0491 848 592 or
email: gordon.jeffrey@iba.gov.au
Applications: Online via Jobs - Indigenous Business Australia (iba.gov.au) or
mail to: IBA Recruitment, PO Box 650, Fyshwick ACT 2609
Closing date: 23 January 2025
If you have any issues in filling out the form below please contact ibarecruitment@iba.gov.au
