Job Description

Assistant Team Leader - Contact Centre

n

Moonee Ponds | In-office role

n

Full-Time role

n

Are you an experienced contact centre professional ready to take the next step into leadership?

n

We are seeking a motivated and supportiveAssistant Team Leaderto join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.

n

About the role

n

As Assistant Team Leader, you will:

n

n
- Support the Team Leader with the daily operation of the Contact Centre
n
- Provide guidance, assistance and real-time support to consultants
n
- Handle both inbound and outbound client calls
n
- Assist with managing call queues, workloads and daily priorities
n
- Monitor team performance and help consultants achieve service and productivity targets
n
- Provide constructive coaching and feedback
n
- Assist with escalated or complex client enquiries
n
- Promote a positive, respectful and collaborative team environment
n
- Step into the Team Leader role when required
n
- Ensure company procedures and service standards are consistently followed
n
- Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st8:30am to 3pm.
n

n

About you

n

You will be someone who:

n

n




- Has experience working in a contact centre or high-volume customer service environment andinterested in developing or continuing a career in leadership
n
- Communicates clearly, professionally and confidently
n
- Enjoys supporting and bringing out the best in others
n
- Can provide feedback in a constructive and encouraging wayRemains calm and solutions-focused when handling challenging situations
n
- Is comfortable working toward performance and service targets
n
- Can effectively balance leadership responsibilities with taking inbound and making outbound calls
n
- Is reliable, organised and able to manage competing priorities
n
- Contributes positively to team culture
n
- Previous leadership, coaching or mentoring experience will be highly regarded.
n

n

What we offer

n

n
- An opportunity to develop your leadership capabilities
n
- Ongoing support from experienced Contact Centre leaders
n
- A varied role combining customer service, coaching and team support
n
- A collaborative and supportive working environment
n
- The chance to make a genuine contribution to the success of the team and the experience of our clients
n

n

This is anin-office position based in Moonee PondsVictoria and is not offered as a remote or hybrid role.

n

If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you.

📌 Assistant Team Leader - Contact Centre - Moonee Ponds (Victoria)
🏢 H&R Block External
📍 Victoria