Apprise Consulting Pty Ltd on behalf of Steamatic Australia – Braeside VIC
Steamatic is Australia's longest established and largest restoration Company with over 35 locations throughout Australia and growing each year. We have available work Nationwide in Metropolitan and Regional areas.
We are now looking to recruit a Customer Service Manager to join and work with our dedicated service team on a full-time and permanent basis.
Purpose of the RoleResponsible for overseeing performance and coordinating the day-to-day activities and output of the National Customer Success team.
Managing workload allocations, staffing and resourcing requirements, team training and development, performance management (together with the Project Operations Coordinator), KPI / Scorecard performance, compliance, and delivery.Accountable for championing the customer agenda and customer culture within their respective locations and effectively leading their team to continuously improve business and customer outcomes.This role serves as a senior point of contact with technical claims management expertise and excellence in customer experience.
KEY RESULT AREAS include but are not limited to:Leadership / PerformanceLead, inspire and coach the extended team to ensure the continual growth of the business.Consistent growth training of the entire team.Leading the team with a strong outlook whilst displaying the qualities they should aspire to possess.Coach and manage KPI's, team and individual performance, delivering results, driving claim completion, profitability and overall accountability in their role.CustomerLead the Customer Success team members to create customer connections that are based on core principles of efficiency, proactive engagement, considerate, quality and success. Ensure service delivery that is consistent yet personalised by considering the customers' personal circumstances or vulnerabilities.Influence the design, development and execution of end-to-end customer success and claims management frameworks to optimise outcomes and connections with customers.PeopleAchieve operational excellence and high-performance culture through creating a culture of engaged people who are fully committed to the vision and values of Steamatic and Customer Success.Be responsible for creating connection with the team to exceed Customer Success objectives and those of the overall Steamatic Group.StakeholdersEnsure familiarity with customer procedures and expected outcomes, and completion through diligent actioning of requests, and prioritisation as needed to ensure key KPI's are met and exceeded.Able to engage with insurance claims management administration staff in a highly personal and professional manner, demonstrating Johns Lyng dedication to 'Best in Class' service.Reporting / OversightContinual review of all teams ensuring ROI, utilisation, resourcing and KPI performance to deliver strong customer success and profitable growth outcomes.Ensure regular Client Updates are provided and all Insurers / Adjusters / Brokers / Managers etc are updated and content.Sales Research and SupportAnalyse the needs of the customers and identify the areas where the services can be improved.Contribute to the total effectiveness of the respective business, communicating openly, solving problems proactively, offering creative ideas and working as a positive, engaged team member.Health & SafetyPromote, maintain, and drive the successful execution of all OH&S standards, practices, and systems.Be relentless in challenging yourself and every member of the team to ensure safe working conditions in every instance and compliance to all legal mandates.Ensure you are always kept up to date with the most recent WHS policies and that all company HS&E policies are adhered to by all workplace participants, contractors and suppliers.QUALIFICATIONS & PRE-REQUISITESRelevant industry background and experience essential min 3 years.Previous experience in a Senior Claims / Customer Service role.IT savvy, competent in the use of various business systems and tools including MS office suite.High level EQ & IQ.Must be available to travel and perform duties outside of normal business hours as position reasonably requires and during events and catastrophes.Must hold a full current driver's licence at all times.Must provide clear National Police check results as required.May be required to hold current WWCC.Must hold or complete required IICRC and other training as deemed necessary for the role.If you meet the above criteria and would like to be considered for this position, please apply now!
Salary: Between $70,000 and $75,000 per annum + Super
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