Customer Solutions Team Leader

• Permanent full time, Alexandria NSW | Hybrid
• People leadership role making an impactful difference and powering excellent customer service
• Work with a passionate, collaborative and diverse team

About Ampol:

Ampol has been proudly fuelling Australia since 1900, from humble beginnings, through 120 years of growth and change. We are the operational heart of the business, responsible for the refinement and distribution of petrol and petroleum products. Our operations span the country and working with us will provide you with the opportunity to meet a diverse team of experts who help make Ampol the energy supply chain leader it is today. 

This purpose reflects our commitment to delivering value for our customers and our people now, through safe, reliable, and competitive operations. As we look to the future, we will continue to innovate through new energy and fuel solutions to deliver on powering better journeys, today and tomorrow. 

About the role:

Reporting to the Customer Service Operations Manager, this is an exciting opportunity to lead a high performance, high energy, and collaborative team in a permanent position as a Customer Solutions Team Leader based in our Alexandria Head Office.  

This role leads and coordinates the day-to-day operations of a team of service agents in Ampol who are responsible for responding to customer enquiries regarding our products and services across multiple communication channels including phone, email, chat and social. 

This role will suit a contact centre professional who enjoys leading a high-performance team and supporting their growth into other key areas within Customer Service and the wider Ampol business.

There is the opportunity to work flexibly, including hybrid working arrangements.

Key responsibilities:

• Responsible for recruitment, selection, and performance management activities of the team.
• Coordinate day-to-day operations and serve as point of escalation for customers and team members.
• Responsible for intra-day resource and workload management to optimise productivity of the team and meet SLAs.
• Implement best practice protocols to ensure SLAs are understood by staff and maintained accordingly.
• Ongoing people leadership including agent compliance and quality coaching, growth and development plans and cultural action plans.
• Maintain a thorough working knowledge of Ampol’s product and service offerings.
• Mentor new starters and oversee their initial onboarding into the team.
• Advocate for and represent the customer and Customer Service accordingly.
• Ensure compliance to legal and regulatory requirements relevant to portfolio.
• Apply your systems knowledge to navigate data and processes to assist team needs.
• Manage competing priorities and work as part of a larger team.
• Think differently to achieve outcomes.

About you:

You will be a self-motivated individual with well-honed communication skills and 2+ years of experience leading a team within a Customer Service environment in financial services, government, retail, hospitality or similar environment.

You will be accustomed to a fast-paced role as the team covers a high number of interactions from our customer base (approx. 500-600 interactions per day).

You will have a minimum qualification at HSC level, solid computer literacy skills with experience in the use of Microsoft Office Suite, Salesforce, and Genesys Cloud. Experience with SAP, Way4 and other ERPs highly desirable. A tertiary qualification in business or a related field will be highly regarded.

You will also possess a continuous improvement mindset and have an appetite to learn.

Key skills and experience:

• 5+ years’ experience working in Customer Service/operations team environment.
• 2+ years’ experience supervising and/or coaching a team.
• Demonstrable evidence of achieving or exceeding operational targets & SLAs.
• Experience working with multiple internal and external stakeholders.
• Experience with implementing process improvements which have delivered commercial value or customer benefit.
• Strong numeric, analytical, accuracy and problem-solving skills; able to draw and interpret insights from data.
• Experience managing/implementing digital channels.
• A ‘can-do’ attitude.
• Strong networking skills with ability to direct and influence key stakeholders.
• Strong attention to detail.
• Exceptional verbal, grammatical and written communication skills.
• Good interpersonal and collaborative team working skills.
• Experience in root cause analysis/investigation capability.
• A quick learner with a strong desire to enhance and expand your knowledge and capabilities.
• A continuous improvement mindset with the ability to challenge the status quo.
• Ability to work effectively under pressure, autonomously and meet performance and service level targets.
• Change management experience.

Benefits:

• Our total remuneration is competitive. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars! 
• We are flexible.  Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value. 
• We value recognition.  We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values. 
• Career development and learning opportunities including LinkedIn Learning and other tailored training solutions. 
• Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid). In addition to the 12 months of unpaid parental leave, employees may apply for a further 12 months of unpaid parental leave (a total of 24 months for each birth) 
• BabyCare Package - financial and flexible support for parents transitioning back to work. 
• Need some wheels? Novated Lease options are available. 
• Invest in your future with the Employee Share Scheme 
• Leave Options – We offer wellbeing leave and leave purchasing  
• Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners.   
• Check out our benefits and policies on the Work180 website.

We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol. 

Want to take your career to the next level? Apply today. Applications close 17 January 2025

Note we will be reviewing and shortlisting applications from the 8 January 2025.