20d ago , from MMSG McMillan Shakespeare Group

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Here’show you will make a difference in this role…

This roleis responsible forsuccessfully managing and leading ateam of CustomerServiceAdvisors,managing real-timedemandand driving service,qualityand productivityoutcomes.

As theTeam Leaderyou will beaccountableforteam performancethrough the provision of coaching,developmentandperformance management.You will embed consistent customerexperience,complaint handlingpracticesand continuous improvement.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

Leading team performance to deliver strong service,qualityand productivity outcomes.

Managingreal timeoperations including queues, adherence and workload balancingin partnership with Workforce Management.

Improvingcallquality throughstructured coaching, qualityassuranceand regular performance feedback

Managing escalated customer matters with delegated authority, ensuringtimely,appropriateand consistent resolution

Building team capability and engagement through coachingandperformance management

To be considered for this role you will have the following:

Experience leading and coaching a team in a high performing contact centreenvironment

Strongproblem solvingskills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder.





Analytical mindset and the ability to interpretperformance data

A high levelofcommunication and interpersonal skillsand the ability to engage withstakeholders at all levels

What we can offer you:

- Strong culture and the support of a values-based recognition program
- Novated leasing perks and discounts
- 12 weeks paid parental leave
- Comprehensive learning and development opportunitiesto support your career growth
- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
- Default Income Protection Insurancereimbursed for members of the MMS Default Super Fund
- Exempt Employee Share Plan

Embracing our value ofEveryone Matterswe hold a collective commitment to foster an environment where all differences are valued and respected.

- We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
- We value the skills and attributes veterans can bring to our organisation.
- We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at***************@mmsg.com.au

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📌 Team Leader (Brisbane)
🏢 Mcmillan Shakespeare
📍 Brisbane