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Customer Service Team Leader


Employer: EthicalJobs.com.au
Work Type/s: Full Time
Classification/s: Executive & Senior Management, Management
Sector/s: Business/Private Sector, Social Enterprise
Location: Melbourne

Job posted on: 07 October, 2019.
Applications close: 07 October, 2019. (Expired)

  • Are you passionate about working for a better world?
  • Do you have experience leading/managing a customer service team?
  • Join our friendly team in our open, light-filled office in Collingwood!

About Us

To change the world, charities and NFPs need amazing staff and volunteers -- and that's why EthicalJobs.com.au exists.

We support thousands of not-for-profit organisations that make our world a better place to find passionate, values-driven job-seekers who want to "work for a better world".

As a social enterprise and one of Australia's top job-search sites for the not-for-profit sector and beyond, we support the work of more than 5,000 organisations around the country, and have a passionate community of around 200,000 unique users visiting the site each month. And we're growing!

We're a friendly and growing team of 19 people who are inspired to "work for a better world" through connecting people and organisations with a vision of a more equitable, just and sustainable world.

Our spacious office is just off Smith St in Collingwood. There's loads of natural light, high ceilings, standing desks, a large outdoor deck for lunch in the sun and drinks after work, and great food and coffee just around the corner.

About the role

Our customer service team (currently 5 team members) are the "engine room" of EthicalJobs.com.au, responsible for handling inbound customer requests from up to 5,000 organisations (not all at the same time though!), and also editing, proofing and approving up to 700 jobs for not-for-profits and social enterprises every week.

The CS Team Leader is a new, stand-alone role at EthicalJobs.com.au, and will also be a part of our 6-person leadership team for EthicalJobs.com.au as a whole.

As the leader/manager of the team, your responsibilities will include:

  • Coaching team members to achieve their best every day
  • Helping resolve any challenges for the team
  • Being a point of escalation for complex client enquiries or feedback
  • Ensuring the team's work is high quality, including assessing quality data and providing feedback to team members
  • Recruiting and on-boarding additional team members when needed
  • Representing the team in management-level meetings
  • Supporting the team with job ad editing during high volume periods or staff absences

About you

  • You're friendly and you love working with people.
  • You're a natural leader.
  • You're a good listener and you love helping people to solve problems.
  • You have a keen eye for detail.
  • You have a customer service background, and experience leading/managing teams in a small or medium sized organisation.
  • You know how to build a compelling team culture for your direct reports.
  • You know how to develop and evolve team processes to become more effective over time.
  • You're extremely organised and reliable.
  • You're keen to make a positive impact every day.
  • You're excited about our vision of a better world and would love the challenge of playing a pivotal role in a fast-growing social enterprise.

Please download the attached full PD for Selection Criteria and more info about the role.

How to apply for this job

This job ad has now expired, and applications are no longer being accepted.