Service Centre Team Leader - Balcatta Support Centre

About the role

Sodexo is looking for a confident, people-focused Service Centre Team Leader for its Command Centre at the Regional Support Centre in Balcatta. This is a permanent, full-time position of 38 hours per week, Monday to Friday. Because the Command Centre runs 24/7, 365 days a year, candidates must be able to support the team's rostering requirements. The role leads a team managing service requests across multiple systems and a broad range of contracts, acting as the link between the Command Centre, internal stakeholders and external clients, customers and vendors.

Key responsibilities

• Maintain consistent service delivery across all supported contracts, meeting SLAs and 24/7 roster coverage requirements
• Manage resourcing, coach the team and monitor individual and group performance against targets, identifying training needs
• Deliver onboarding, refresher and process training, and support professional development through 1:1s, workshops and team-building activities
• Evaluate interactions and request handling, maintain scorecards and knowledge surveys, and recommend process improvements
• Investigate issues, manage complaints and escalations, and identify trends to address root causes and knowledge gaps
• Report Service Centre performance metrics to regional and country leadership, and keep process documentation and scripting up to date
• Support call handling and request processing during peak periods

Required profile

• At least 2 years leading teams in a customer service or call centre environment, with a track record of coaching and training others
• Ability to empower and drive team performance across multiple contracts
• Strong verbal and written communication and interpersonal skills with diverse stakeholders
• Solutions-focused mindset, strong problem-solving and a sense of urgency in resolving escalations

Required skills

• Reporting and data analysis to spot trends and optimise service performance
• Managing a multi-skilled function across several contracts

What we offer

• Competitive pay and job security in an essential services industry
• Access to 100+ retail discounts and salary packaging options
• Training and career progression opportunities