Who we are
Sidekicker is one of Australia's most exciting home-grown startups! Launched in 2013, Sidekicker is Australia and New Zealand's largest online staffing platform, using technology to radically improve how businesses hire and manage casual, temporary and contract staff.
Sidekicker is dedicated to ensuring every worker finds the right job, and every job finds the right worker. We employ over 15,000 casual staff, or 'Sidekicks', seamlessly connecting them with businesses across the healthcare, hospitality, events, industrial and promotions industries.
How you'll make an impact
We are looking for a passionate and inspiring Team Leader who will help ensure our customers have a seamless experience with every interaction. Leading an onshore and offshore team of
Customer Care Specialists , you will ensure we deliver the ultimate customer experience. You will be responsible for keeping the team motivated and engaged, utilising data and regular feedback to coach the team in meeting and exceeding KPIs, and keeping documentation clear and up to date to ensure your team are across product and process changes. With a passion for delivering the best customer experience, you will be the first point of escalation for customer issues, manage any incidents that happen on-site with our clients, and troubleshoot any issues the team need support with. This is very much a player and coach role, where you will be heavily involved in doing the day-to-day operations as well as continually upselling our agents.
What you'll do
Incident Management
Management and ownership of Sidekicker incidents
Own low-risk incident management process, including incident response, investigation, and closure
Escalate high-risk incidents to the COO
Conducting follow-ups to prevent future occurrences
Assist with the management of unfair dismissal claims raised by Sidekicks
Leadership and Team Management:
Lead, coach and develop a team of
Customer Care Specialists
Monitor team performance and provide regular feedback and performance reviews
Address and resolve escalated customer issues in a timely and effective manner
Ensure the team delivers outstanding customer service across all channels (phone, email, chat)
Implement strategies to improve team KPIs like customer satisfaction
Provide guidance to the team to ensure enquiries are answered in a timely, efficient and knowledgeable manner
Process Optimisation:
Identify opportunities for process improvements and implement changes to enhance efficiency and service quality
Maintain up-to-date knowledge of products, services and company policies, and ensure training documentation is up to date with the latest changes
Training and Development:
Develop and deliver training programs for new hires and ongoing team development
Keep the team informed about new product, operations and policy changes
Foster a positive and collaborative team environment
Reporting and Analysis:
Present regular reports and insights on team performance, customer feedback and other key metrics
Leverage data and reporting to monitor and maintain quality standards to enhance customer satisfaction and loyalty
Use insights to make informed decisions and recommendations to management
About you
Critical Competencies
Exceptional communication and interpersonal skills
Strong problem-solving skills and conflict-resolution abilities
Analytical mindset with the ability to interpret data and make data-driven decisions
Intermediate in Excel / Google Sheets
Experience
Bachelor's degree
3+ years experience in a customer service role
Proven track record of managing and developing a high-performing team (preferred)
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