Job Description

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

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Assistant Team Leader - Contact Centre

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Moonee Ponds | In-office role

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Full-Time role

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Are you an experienced contact centre professional ready to take the next step into leadership? We are seeking a motivated and supportive Assistant Team Leader to 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.

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About The Role

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





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

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- An chance to develop your leadership capabilities
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- Ongoing support from experienced Contact Centre leaders
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- A varied role combining customer service, coaching and team support
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- A collaborative and supportive working environment
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- The opportunity to make a genuine contribution to the success of the team and the experience of our clients
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This is an in-office position based in Moonee Ponds Victoria and is not offered as a remote or hybrid role.

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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 Australia
📍 Victoria