Contact Centre Team Leader

Apply now Job no: 526418
Work type: Full time
Location: Sydney
Categories: Administration & Office Support

ISS is a leading global workplace experience and facility management company. In partnership with customers, ISS drives the engagement and well-being of people, minimises the impact on the environment, and protects and maintains property.

Across Australia and New Zealand, ISS provide services within a wide range of sectors including Resources, Aviation, Healthcare, Education and Business & Industry. We are seeking value-orientated people to join our local team of 17,000 service professionals, who can help us realise our Purpose of

”Connecting People and Places to Make the World Work Better”.


We currently have an exciting opportunity for a National Contact Centre Team Leader at our Macquarie Park office employed on a Full Time basis.

The role will be on a Monday to Sunday rotating roster with another team leader.

Reporting to the National General Manager - Customer Service Centres, the key aspect of this role is to ensure success of the facility management service delivery. Lead and empower the National Contact Centre team to deliver outstanding service excellence in day to day operations. The NCC are operational on a 24/7 basis.

The Position:

  • Represent ISS in a positive way by demonstrating professionalism, commitment and responsiveness within the National Contact Centre (NCC) team
  • Provide day to day Work Order Management and Financial Management processing
  • Ensure compliance and adherence to all SLA’s, policies and procedures
  • Build excellent rapport with clients and client’s landlords by providing exceptional service, meeting all client expectations
  • Ensure all staff and contractors follow the ISS and Clients Occupational Health and Safety guidelines and that hazard and risk assessments/registers and site inductions are conducted for all tasks and all records maintained.
  • Actively seek opportunities to enhance ISS processes and implement approved initiatives and report outcomes
  • Coordinate team activities to increase engagement and motivation
  • Provide ongoing support, innovation and development of the NCC

Minimum Criteria:

  • Previous experience in similar role or in Facilities Management
  • Experience in telephony analytics
  • Fostering an inclusive and diverse culture
  • Proven ability to build and maintain successful relationships meeting expectations of customers and clients
  • Demonstrated leadership qualities, self-motivated and ability to deliver results under pressure
  • Proficient in the use of MS Office Suite (Outlook, Excel, Word, PowerPoint)
  • Excellent customer service skills with the ability to deal positively with difficult situations.
  • Exceptional planning and organisational skills with ability to multi-task.
  • Experience with Integrated workplace management systems (IWMS) operation (e.g. MyMCS/Tririga) will be highly regarded
  • COVID 19 Vaccination Certificate outlining Full vaccination is required. As a service provider, ISS must comply with all public health directives and client requirements. Medical exemptions will apply.

Our Benefits:

  • Competitive salary on offer
  • Internal opportunities within our global organisation
  • Access to staff discounts with partner companies
  • Traineeship opportunities for eligible employees
  • Career development via our internal Learning Management System


To apply for this role please click on the 'apply' link and complete the online application.

ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with a disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.


We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website.

Advertised: AUS Eastern Standard Time
Applications close:

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