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