The Law Society of NSW is Australia's largest and most influential membership association for solicitors. We're not all lawyers, but we work together to support the legal profession and ensure a just society for all.
We are currently looking for a Customer Service Centre Manager to establish and develop the Customer Service Centre In-Take Team for The Law Society of NSW to better assist its members and the legal profession.
About the role
The Customer Service Centre Manager will report into and work with the Head of Customer Experience to support the objectives of the Customer Experience department, making it easier for people to interact with the Law Society, by email, phone, web chat and social media, and ensuring that all interactions are handled efficiently, with a strong focus on customer first principles.
In this role, you will manage the existing Reception team, and build and train a new team of in-take call specialists with solid communication skills, problem-solving abilities, and empathy to quickly assess customer needs and provide appropriate support or guidance.
What you'll be doing
Lead, train, and coach the Customer Service Centre in-take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity. Design and implement efficient processes and protocols with the Head of Customer Experience, for call routing, resolution and escalation, ensuring timely and appropriate responses to customer needs. Lead, train and coach the existing frontline Reception team in their customer service tasks including email, professional reception service, meeting room bookings and other various administrative tasks. Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations. Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively. Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel. Establish Key metrics and data insights, for (and not limited by / to) Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Customer Effort Score (CES), Call Abandonment Rate. About you
Demonstrated experience in call centre management, preferably in a management role with experience establishing a call centre team, overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness. Experience in triage or incident management, including developing and implementing processes and protocols for handling incoming inquiries, prioritising them based on urgency and complexity, and directing them to the appropriate resources for resolution. Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively. Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, stakeholders, and customers and build strong relationships based on trust and collaboration. Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance. Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics, providing feedback and coaching and implementing improvements to drive continuous improvement. Experience fostering a customer-centric culture within an organisation, including training, coaching, and empowering employees at all levels to prioritise customer satisfaction and contribute to delivering outstanding experiences. Strong analytical skills and experience leveraging customer data, insights, and metrics to inform strategic decision-making, identify areas for improvement, and measure the impact of customer experience initiatives. Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, employees, customers, and partners, to advocate for the voice of the customer and drive alignment in delivering exceptional experiences. Ability to plan and organise self and others to ensure the completion of tasks and to manage and support others to succeed in their roles. Displays a commitment to quality client service, values the supplying of accurate and timely information and relates to people from diverse backgrounds. To apply
The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity.
Applications should contain a CV and cover letter that outlines your key experience and motivations for this role.
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