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Customer Service Team Leader - Melbourne BasedABOUT WILSON:Join Wilson Parking for more than just a job. You''ll be part of Australia''s top Parking Operator, where we prioritize our people and customers, pushing industry boundaries with innovation. Whether it''s pioneering online booking services or our award-winning app, we''re committed to making parking seamless in every city. Our pride lies in our technology, car parks, and exceptional service, but above all, in our inclusive team culture. Join us for comprehensive training, personal development plans, and the opportunity to thrive in one of Australia''s leading organisations.ABOUT THE ROLE:Melbourne CBD working locationFull-time permanent positionRotating roster between 7:00 AM and 9:00 PM Monday-Sunday Salary from 70k-77k base (depending on experience)Free parking onsiteWilson Parking is seeking a ParkWatch Day Team Leader to support the ParkWatch Team Manager and provide guidance to Customer Service Officers through your subject matter expertise. In this role, you''ll be responsible for performing administrative follow-up and managing escalations on behalf of the team.This is a fantastic opportunity to step into a leadership role and make a real impact by guiding and supporting a dynamic customer service team.DUTIES & RESPONSIBILITIES:Efficiently managing the shared inboxConducting data cleansing within credit card systemsOverseeing the end-to-end resolution of escalated outagesEnsuring team adherence to shift schedules and roster complianceMonitoring and maintaining real-time metrics such as Average Handling Time (AHT) andAverage Speed of Answer (ASA)Handling inbound and outbound calls via intercom and phone systemsManaging customer escalations and de-escalating issues in real timeTraining and providing continuous support to Customer Service OfficersABOUT YOU:Clear, confident guidance and authentic leadership that inspires trustA lead-by-example approach with a genuine passion for delivering a world-class customer experienceExceptional attention to detail, paired with strong problem-solving and critical thinking skillsHigh emotional intelligence to foster effective relationships across all levelsA strong sense of integrityalways doing what''s right for the customer, not just what''s easyFlexibility to work a rotating roster between 7 a.m. and 9 p.m., Monday to Sunday, including public holidaysThe ability to motivate, support, and drive team performanceAdaptability and openness to change, with the capability to implement new processes smoothlyPrevious experience in a call centre environment (experience with parking systems is highly regarded)If you are interested in these opportunities, click on apply and submit your resume todayAt Wilson Parking, we are building a workforce that is representative of the community we protect. We welcome people from diverse backgrounds and are committed to supporting our Aboriginal and Torres Strait Islander Peoples with employment and career opportunities. We have an inclusive culture where innovation and teamwork are encouraged. If you wish to make a positive change in your community, contact us today.