# Service Centre Team Leader | Mon to Fri 38 hours | Balcatta Support Centre

**Company**: Sodexo
**Location**: Balcatta, WA
**Job type**: full-time
**Category**: Customer Service

**Apply**: https://jobs.smartrecruiters.com/Sodexo/744000159322369-service-centre-team-leader-mon-to-fri-38-hours-balcatta-support-centre?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f9ba42ad-d13

## Description

Sodexo is a people business, employing over 400,000 people worldwide and thousands in Australia. Our hospitality all-rounders play a key role in keeping our sites functioning and well-maintained for village residents' safety, comfort, and well-being.

We're seeking a confident, people-focused Service Centre Team Leader to join Sodexo's Command Centre at our Regional Support Centre in Balcatta. This is a permanent, full-time position working 38 hours per week, Monday to Friday.

As our Command Centre operates 24/7, 365 days a year, candidates need to be able to support the team's rostering requirements. You will drive exceptional service delivery from the moment a request is received through to work order completion , leading a team that manages service requests across multiple systems and a broad range of contracts.

**Responsibilities**

- Drive service excellence: maintain consistent service delivery across all supported Sodexo contracts, ensuring compliance with SLAs and 24/7 roster coverage requirements

- Lead team performance: manage resourcing, coach the team, and monitor individual and group performance against set targets, identifying training needs as they arise

- Develop your people: deliver onboarding, refresher, and process-related training, and support ongoing professional development through regular 1:1s, workshops and team-building activities

- Own quality and continuous improvement: evaluate interactions and request handling to measure performance quality, maintain scorecards and knowledge surveys, and recommend improvements to processes and systems

- Resolve and escalate effectively: investigate issues, manage complaints and escalations, and engage the right stakeholders through to resolution , identifying trends to address root causes and knowledge gaps

- Report and document: report on Service Centre performance metrics to regional/country leadership and maintain accurate, current process documentation and scripting

- Lead from the front: jump in to support call handling and request processing during peak periods, providing hands-on guidance and expertise to the team and internal customers

**Qualifications**

- Minimum 2 years leading teams within a customer service or call centre environment, with a track record of coaching and training others to deliver a consistent customer experience

- Demonstrated ability to empower and drive team performance, fostering high standards of individual and collective service excellence

- Expert-level customer focus with the ability to manage a multi-skilled function across multiple contracts, anticipating needs and building strong relationships across departments

- Strong verbal and written communication skills, paired with the interpersonal ability to identify and support diverse stakeholder needs

- A pragmatic, solutions-focused mindset with strong problem-solving skills and a genuine sense of urgency in resolving escalations and issues

- Skilled in reporting and data analysis to spot trends, uncover opportunities, and accurately measure and optimise service performance

**Why Sodexo?** Join a global team that's redefining quality of life services. At Sodexo, you'll be supported to grow your career, backed by a team that values collaboration, care and continuous improvement.

**Benefits**

- Competitive pay and job security in an essential services industry

- Access to 100+ retail discounts and multiple salary packaging options

- Great teamwork and a solid group of people around you!

- Opportunities for training and career progression within Sodexo

## Skills

### Required
- customer service
- team leadership
- facilities management
- data analysis
- reporting
- problem-solving
- communication

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Sodexo/744000159322369-service-centre-team-leader-mon-to-fri-38-hours-balcatta-support-centre?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)