Our client is currently experiencing exciting growth, mainly due to the hard work of the Customer Experience team, who consistently go above and beyond for their customers to resolve any questions, issues or concerns! They are the face and voice of the business and critical to how our client has dramatically increased their profits through COVID19. This is a newly created Management position where you will report to the Director of Customer Experience and lead a large team of Customer Service Consultants to deliver strategy outcomes. This position requires someone with management experience (at least three years), who has worked in a KPI driven environment and understands the key CS metrics of how to drive a team to perform in a very fast paced and dynamic environment. If you are looking for a STEP UP, love working and leading teams in Customer Service and want to be a part of a fast growing Australian business, then this could be the role you have been looking for!
Responsibilities
Reporting in to the Director of Customer Experience, you will manage and lead a dynamic and fast-paced team of Customer Service Consultants to achieve business-critical goals, and deliver exceptional customer experience for all stakeholders. Your responsibilities will include but not be limited to;
- Manage all aspects of the Customer Service call centre team
- Manage and oversee daily operation, workflow, resources, output and administration to be in line with business goals and daily targets
- Coordinate and lead team meetings, and liaise with team leaders
- Implement projects, improve processes, and drive positive change and best-practice in an agile environment
- Train and develop Customer Service consultants and implement development plans and career progression plans
- Coordinating orders, deliveries and logistics
- Manage budgets and work towards business targets
- Manage all key metrics and reporting for the Customer Service team to ensure optimal performance
Our client is seeking a vibrant and passionate Customer Service Manager who will bring a motivated and agile attitude to this role, and drive continuous improvement and excellence in customer experience. You will be highly skilled in the following areas;
- Managing and leading a large and dynamic customer service team to achieve excellence in all areas, with at least 3 years of experience in a customer service management role
- Skilled in driving improvement and working across a multitude of projects
- Proficient in Microsoft Office and Zendesk (or similar software programs)
- Demonstrated understanding of customer service/call center metrics and reporting
- Excellent communication and stakeholder management skills, with the ability to work in a collaborative team
- High level of attention to detail and the ability to follow through with all work, and go above and beyond
- Ability to create, plan, monitor and execute action plans
A leading Australian Retailer, our client runs a highly successful E-commerce business as well as operating over 300 stores nationally. This business has gone through a phenomenal growth phase over the past 18 months which has allowed the business to continue to hire outstanding talent through this period. This is a newly created role which reports to the Director of Customer Experience and manages the day to day operations of the Customer Experience team, acting as a 2IC to the business function. Our client is a true leader in the Retail space and this role will offer endless progression opportunities to the successful candidate. If you have lead a successful Customer Experience team, have passion for driving a high performing culture and are looking for that next step up, then this could be the opportunity for you.
Their head office is based in Richmond and highly accessible via public transport. Please note that this role will commence as working from home, with the view to return to the office once restrictions have eased.
To apply please follow the link below or for a confidential discussion please phone Samantha Skerry on 0403 928 804 or Stephanie Hales 0430 814 591.
