Construct Services is an industry leader in insurance repairs specialising in the Commercial, Heritage, Strata and Major Loss Residential sectors across Australia.
We pride ourselves on providing unrivalled customer satisfaction and quality workmanship on each and every repair we conduct.
Due to an expansion in our Major and Complex Loss claims portfolio, we are looking for an experienced Client Performance Manager to join our growing team.
This influential position requires initiative & the ability to collaborate at all levels, in order to enhance current and new client relationships to drive organic growth.
Key Responsibilities:ClientsEnhance current client relationships to drive organic growthBuild relationships with current and future clients to diversify business revenueDeeply understand and deliver on our client's SLA's and expectationsPrioritise client escalations to deliver a best-in-class resolution serviceAttend client performance discussions and contribute positively to delivering outcomesDrive internal training and awareness to ensure superior use of compliance in client systemsReporting & AnalysisUndertake strategic planning with management on delivering outcomes both from a business perspective for KPI's and client SLA'sWork closely with the National Operations Manager and Leadership team to deliver reports, analysis findings, potential risk areas and forecast opportunitiesProvide support and assistance to the organisation in the ongoing reporting and development of client key performance indicators and operational reporting requirementsAssist with cost adherence and target attainment including preparation of reports and action plansOperationsManage the swift resolution of complaints and root cause analysisAssist in the coordination of operational activities within the organisation including project support, coordination, collation of information, reporting and visualisation of data analysis, system and performance enhancementContribute positively with project stakeholders and leaders as required to ensure the efficient delivery and maintenance of business performance solutionsProvide support to the National Operations Manager in achieving the organisational goals including reviewing performance against the strategic objectives and tracking of the organisation's work plan by State/Region/TeamDeliver honest and solutions based feedback at all levels of the organisationEstablish and maintain communication links/processes/systems with relevant leaders, staff, clients and stakeholders in a professional mannerContributing positively to the company brand and cultureAttend client functions when requested to networkContribute to and comply with all statutory legislation including the relevant Health and Safety policies and procedures applicable to Construct ServicesSkills & ExperienceDegree qualified or equivalent experience in business operations, marketing, client relationship managementKnowledge of and experience in the insurance industry is highly desirableRelationships with external clients and knowledge of their systems is highly desirableAbility to meet and exceed deadlinesAbility to troubleshoot and provide solutions to client escalationsStrong people management skillsHigh level of personal integrity and confidentialityAbility to have constructive conversations and enhance performanceWillingness to maintain open and constructive dialogue with all staff, customers, clients and external stakeholders as and when requiredWhat Construct Services can offer:A supportive, safe, and encouraging workplace culture with a passionate team who are proud of their workA competitive remuneration package based on your experience levelAccess to our Employee Assistance ProgramA Referral program that awards you with $2000 for referring a successful candidate, so you can be rewarded for supporting your team's growth.A seamless induction, professional development and learning opportunitiesModern office facilities and resourcesStaff morale and engagement initiativesConstruct Services is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees. Please note: Only short-listed applicants will be contacted.
If this sounds like the role for you, apply now!
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