Service Connect Team Lead - HR

Full-time, Continuing position based at the Melbourne CBD campus, with hybrid ways of working. The Service Connect Team Lead will supervise the Tier 1 specialised HR/People skilled resolver group and handle daily operations, escalation of complex inquiries, and promote cross-functional collaboration and improvements to daily operations.

Requirements

• Senior or Team Lead experience delivering professional support services preferably in a HR Contact/Service Centre
• Strong customer-centric mindset
• Proven ability to assist in the coordination of a team to deliver an outstanding customer service experience consistent with RMIT's service principles
• Proven ability to deliver high level customer service in a multi-channelled environment
• Proven ability to analyse and interpret a complex range of service metrics and other information to improve performance and customer experience
• Demonstrated highly developed interpersonal, communication and negotiation skills within a complex organisational environment
• Experience with ServiceNow, Web Chat, ADP Payroll and/or Workday is desirable

Benefits

• Salary Level HEW 7 + 17% Superannuation