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APM Employment Services Logo APM Employment Services · Call Center

Client Services Team Leader

Australia, Brisbane · Job Posted December 19, 2025
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Job Description

Are you a Team Leader with a passion for delivering exceptional Customer experiences? Assure is seeking a dynamic Client Services Team Leader ensuring efficient service to our clients and customers via different contact channels and correspondence. You will actively coach and develop your team to support and educate our clients and customers across various workgroups within APM focusing on first contact resolution, retention and turnaround time targets. Working within the contact centre environment, you will work closely with the Client Services Manager and oversee daily operations of your teams, including real time management, daily and weekly planning.

Job Responsibility

  • Manage a team of Client Services Officers to deliver first-contact resolution and outstanding client experiences
  • Oversee daily operations including real-time management, planning, and resource allocation
  • Identify and implement business improvement opportunities to enhance service delivery
  • Manage performance through performance monitoring, system audits and quality assurance measures
  • Drive employee engagement, culture, and professional development initiatives
  • Ensure compliance with WHS, quality, and contractual standards

Requirements

  • Experience in leading teams
  • Excellent organisational and time management skills
  • Excellent interpersonal and communication skills
  • Demonstrated customer service experience preferred
  • Sound statistical/analytical skills
  • Intermediate to advanced use of MS Office suite and Genesys desirable
  • Contact Centre experience preferred

What we offer

  • Supported by a values-driven culture
  • Opportunities for professional growth
  • Collaborative leadership team
  • Commitment to Equality, Diversity and Inclusivity
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