Contact Centre Supervisor

The Australian Ballet

4d•Onsite

About The Position

Our Company The Australian Ballet is one of the world's leading ballet companies and a globally recognised Australian national performing arts organisation. Each year, the company presents upwards of 220 performances through its main stage seasons in Melbourne, Sydney, Brisbane, Adelaide and Perth, along with public programs, special events and extensive regional tour, a children's ballet and education programs, as well as regular overseas tours. Role Highlights: Lead a small, dedicated team of Customer Experience Assistants to deliver exceptional customer service to our diverse audience base Develop and maintain relationships with internal and external stakeholders What you will be doing: Provide outstanding service to internal and external customers of The Australian Ballet Look for opportunities to improve processes to deliver improved customer service Handle high level feedback and escalated customer complaints With the Contact Centre Manager, provide ongoing coaching and management of Customer Experience Team members With Contact Centre Manager, facilitate internal ticketing requests What experience you will need: Substantial experience in customer service environment Experience managing a team is an advantage Demonstrated ability to resolve customer complaints Excellent organisational skills and ability to balance competing needs from different parties Knowledge of Tessitura is an advantage Employee Benefits: Complimentary ballet tickets Salary Packaging Corporate Insurance Company Paid Parental Leave - 14 weeks for eligible employees Discounted onsite parking (Melbourne) LinkedIn Learning with La Trobe University A world class architecturally designed open plan head office in Southbank, Melbourne Generous partner discounts and offers Employee Wellbeing: Access to our onsite general practitioner (bulk billed) Employee Assistance Program Discounted memberships to Elixir Health Clubs and Kaya Health Clubs Diversity and Inclusion As Australia's National Ballet Company, we are deeply committed to cultivating and sustaining an organisation that is equitable, fair and inclusive. Our aim is to become a truly inclusive organisation with a workforce that reflects Australia today. This is fundamental to the Australian Ballet's future success and our ability to continue to contribute to culture and society in Australia. We embrace diversity both on and off stage. The range of perspectives and experience diversity brings is an asset to our organisation and all those who work with us. We have developed a Diversity and Inclusion Plan and Reconciliation Action Plan to enable us to meet our diversity and inclusion aims, and our commitment to First Nation communities. Our Values Ambition | Boldness | Inclusivity | Respect | Responsibility

Requirements

Substantial experience in customer service environment
Demonstrated ability to resolve customer complaints
Excellent organisational skills and ability to balance competing needs from different parties

Nice To Haves

Experience managing a team is an advantage
Knowledge of Tessitura is an advantage

Responsibilities

Provide outstanding service to internal and external customers of The Australian Ballet
Look for opportunities to improve processes to deliver improved customer service
Handle high level feedback and escalated customer complaints
With the Contact Centre Manager, provide ongoing coaching and management of Customer Experience Team members
With Contact Centre Manager, facilitate internal ticketing requests

Benefits

Complimentary ballet tickets
Salary Packaging
Corporate Insurance
Company Paid Parental Leave - 14 weeks for eligible employees
Discounted onsite parking (Melbourne)
LinkedIn Learning with La Trobe University
A world class architecturally designed open plan head office in Southbank, Melbourne
Generous partner discounts and offers
Access to our onsite general practitioner (bulk billed)
Employee Assistance Program
Discounted memberships to Elixir Health Clubs and Kaya Health Clubs