Team Leader - Contact Centre

The Opportunity

As a permanent, full-time Team Leader in our contact centre division in the Brisbane CBD, you’ll work closely with our Contact Centre Manager to lead and coach a team of equally passionate, empathetic and culturally sensitive client service officers, as they work on the front line responding to our clients needs.

With empathy, adaptability and initiative, you will be:

• Leading and developing a team of client service officers.
• Providing ongoing direct coaching and feedback to develop team members, ensuring the best service possible is being delivered.
• Monitoring and evaluating individual and team performance against agreed metrics by the business.
• Monitoring interactions and adjusting staffing levels/priorities, ensuring to adequately cover and efficiently handle enquiries.
• Demonstrating commitment to upholding Shine’ core values and behavioral standards.
• Building strong relationships in the team and cross functionally in the broader business.
  
  
  

What you’ll bring

• Previous leadership experience within a contact centre environment, with an emphasis on coaching and team development.
• Experience from professional services industries (e.g. banking, insurance, superannuation, etc.) is desirable, but not essential for success.
• You’ll be naturally empathetic and culturally sensitive, and have a resolute passion for helping people, especially those who may be experiencing trauma.
• You’ll be a strong communicator, both verbally and in writing.
• The passion, motivation, and enthusiasm to contribute to our culture and ensure it’s a place where everyone can thrive.
• You’ll recognise and value the importance of your role in being the mentor to a team of client service officers.
  
  
  

Shine Lawyers: Your calling to right wrong.

At Shine, purpose really matters.

• It’s our clients, who summon the courage to stand up to injustice.
• It’s the communities we are part of and support every day.
• It’s our team, who champion what’s right and make this place what it is.
  
  
  

We've been standing up for the rights of everyday Australians for almost 50 years. We’ve achieved a lot but you’ll find no airs and graces here. We’re humble yet relentless. We don’t pretend to be anything other than ourselves. And together, we’ve created a place for you to thrive.

Here are some of the things we hope you’ll love about working with us:

• Connect and be you: Get the flexibility and benefits you need, and work with truly authentic people. We’ll provide you with the tech and support to do your best work from your home office. And you can enjoy the security of a large, well-established firm that treats you as a person, not a number.
• Challenge and be challenged: We’re not here for “easy”. We want you to take your place at Shine and make a real impact. Question and challenge - that’s how we grow.
• Achieve and grow: Start your Shine journey with our in-house learning programs, where you’ll find immediate connection and be set up for success. You will be provided real opportunities to step up and grow - within your role and beyond.
  
  
  

Visit https://www.shine.com.au/careers/life-shine to find out more and read the stories of our incredible people.

Excited to join us and stand up to injustice? Apply now and make Shine Justice a place for you.

As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome.

We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you’ll put your best self forward while righting wrong for our clients. We’re passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates. You bring you.