Team Leader - Customer Case Investigations page is loaded Team Leader - Customer Case Investigations Apply locations Hazelmere Western Australia time type Full time posted on Posted Today job requisition id R62965 About Team Global Express Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We're not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit eamglobalexpress.com .Why TGE We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.What we offer Competitive salary above industry standardsUpskilling, training, mentoring and more to support your career development journeyFun and practical employee perks and discountsFlexible work, including work from homeInclusive parental leave policy that supports all parents & carersPeer recognition awards acknowledge when you go above and beyond.JOB DESCRIPTION About Team Global ExpressTeam Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We're not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit TGEWe care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.What we offerCompetitive salary above industry standardsUpskilling, training, mentoring and more to support your career development journey.Fun and practical employee perks and discountsInclusive parental leave policy that supports all parents & carersPeer recognition awards acknowledge when you go above and beyond.About the roleThe Team Leader, Customer Case Investigations is responsible for the day-to-day leadership of the Customer Case Investigators and Freight Solutions teams. The position is required to provide strong role modelling and coaching to ensure the team is equipped to take ownership and responsibility for the satisfactory resolution of all enquiries in accordance with established processes and for monitoring the performance levels of the Customer Case Investigators.The role will drive a customer-first mindset, identify any systemic service failures, and will work with key stakeholders in a pro-active manner to improve service and champion the delivery of quality conversations with our customers.What you'll doIn conjunction with the Branch Manager, develop and implement procedures to ensure all contacts and complaints are dealt with efficiently and effectively and all internal contacts are provided with relevant and timely information to enable a positive customer experience.Independent decision-making on prioritisation and appropriate responses to all levels of customer contacts.Identify and actively manage staff development to ensure capability to deliver business targets and positive customer experiences.Define clear customer touchpoints and hand-offs for process optimisation by building relationships with key contacts in the business to drive optimal process efficiencies.Foster a spirit of teamwork and co-operation within the Customer teams and with other parts of the business.Build and retain capability of the team members and team culture to deliver service excellence.Review customer feedback received and action any issues identified with a focus to continuous improvement.Lead or participate in various projects as defined by the business.What you'll bringPrevious experience in managing a customer support team preferably in a transport logistics or call centre environment.Ability to deal calmly and professionally with customers and proactively deal with issues to find quick resolution.Engaging management style with ability to engage, support and mentor team members.Sound written and verbal communication skills.Ability to use and interpret data and trends.Experience in providing feedback and coaching.Support with sourcing and recruitment of personal.An inclusive workplace, works for everyoneWe celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Maori, as Tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.Our recruitment processApplying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.Other things to noteWhen you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.During the recruitment process, please keep an eye on your junk emails and spam folders for updates.TGE is listed as one of LinkedIn's Top Companies of 2023 in Australia.An inclusive workplace, works for everyone We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Maori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.Our recruitment process Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.Other things to note When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.During the recruitment process, please keep an eye on your junk emails and spam folders for updates.TGE is listed as one of LinkedIn's Top Companies of 2023 in AustraliaAbout Us Connecting people and communities| Driving eCommerce | Moving Australia & New ZealandWith an unrivalled and expansive network, Team Global Express builds unique, innovative, and tailored transport and logistics solutions to connect people, communities, and businesses across Australia and New Zealand.Backed by Allegro Funds, Australia's most awarded and largest transformation and turnaround private equity firm, we're looking to the future and working towards new and exciting ways to put our customers' businesses at the heart of ours.#J-18808-Ljbffr
