Job Advert: Coordinator of Customer Service and Debt Collections
Location: Ballarat (Onsite Only)
Salary: $120,000 – $130,000 + Super
Employment Type: Permanent
About the Role
Are you an experienced leader with a strong background in operational leadership, call center management, and debt collections or credit management? Join us as the Coordinator of Customer Service and Debt Collections and make a lasting impact on exceptional customer experiences, while ensuring regulatory compliance and operational excellence.
This is a permanent, full-time position based in Ballarat. The role is fully onsite, with no flexibility to work from home.
Key Responsibilities:
Provide leadership and support to the Customer Experience & Credit Management teams, ensuring high performance and a positive work environment.
Collaborate with the Manager, Customer Services to manage the reduction of aged debt and support vulnerable customers in line with industry standards and regulations.
Coordinate and prioritize the work of Customer Assistance, Credit Management, and Customer Experience Officers.
Review, develop, and implement customer service policies, procedures, and best practices.
Deliver training and continuous coaching to both new and existing team members, with an emphasis on customer escalation procedures, incident management, and domestic violence impacted customers.
Ensure the delivery of timely, caring, and consistent responses to customer inquiries while maintaining high standards of service.
Drive the achievement of strategic Customer Experience targets.
Identify and implement opportunities for continuous improvement across teams, systems, and processes.
Oversee first-point-of-contact customer service, including telecommunications and visitor coordination.
Cultivate strong relationships with internal and external stakeholders to address and resolve customer concerns.
Work closely with the Manager, Customer Services to align team operations with strategic goals.
Enhance 24/7 customer experience and manage customer service challenges effectively.
Qualifications and Experience:
Significant experience in effectively leading large, multi-disciplinary teams.
Tertiary qualifications in Business or a related discipline and/or extensive experience in customer service or credit management.
Experience in Call Quality Assurance programs using frameworks that enhance customer experience.
Ability to interpret and manage data metrics for reporting, measurement, and analysis.
High-level report preparation skills.
Proficient in Microsoft Office and other relevant software applications.
Key Selection Criteria:
Extensive experience managing large and diverse customer service & Credit Management teams.
A demonstrated passion for exceeding customer expectations and delivering exceptional service.
Commitment to delivering an outstanding customer experience.
Ability to build collaborative and trusting relationships with both external customers and internal teams.
A strong understanding of industry legislation and regulatory processes.
Relevant experience in customer service and credit management.
Strong interpersonal and communication skills, with the ability to engage varied audiences professionally (written and verbal).
Proven ability to lead teams to deliver exceptional customer service and meet business goals.
Relevant experience in leading and engaging contact center teams to achieve superior customer outcomes.
What will you get?
Competitive salary range of $120,000 – $130,000 plus superannuation.
A chance to lead a talented team and make a significant impact on customer service outcomes.
Contribute to shaping the future of customer experience within the organization.
If you are an experienced leader ready to make a meaningful impact in a customer-centric role, we'd love to hear from you!
How to Apply:
Submit your resume and cover letter, addressing your suitability for the role or reach out for more details to ******
Join us and help drive exceptional customer experiences while shaping the future of service delivery!
experience
3 years
skills
Customer Service Coordinator, Debt Collection coordinator, Credit management , Leadership call center
qualifications
Leadership experience with background in Call center and Credit management.
education
Associate Degree/Diploma