Our client is an ASX 100 iconic market leader, and today they are seeking to appoint an inspirational and transformational National Customer Service & Administration Manager to lead their national Inbound Customer Service Contact Centres and their Administration Support Teams whilst also proactively taking full responsibility for premium customer escalation management ($1m+ customers nationally), all whilst playing a key role in the transformation of this B2B customer centric multi-site/national operation.
So, what's in it for you?
The opportunity to: Enjoy a salary package of up to $185k + 10% STIsHave full accountability for representing a national inbound Customer Service Contact Centres and their Administration teams.
This includes the customer experience, your multiple teams' engagement and development, and the delivery of quality administration support, with all teams delivering to organisational KPIs and goals.Operate as the strategic and tactical customer escalation point for their $m+ customers – pivoting quickly to prioritise their queries and deliver the right outcomes.
This includes managing the facilitation of deep dives to ensure the issue is not systemic or repeated.Lead process change that maximises on efficiencies and the CX.Take on a unique hands-on Strategic and Proactive 'direct Customer Engagement' and 'Contact Centre Operations & Administration Management' role for one of this ASX100's highest performing business unit's customer service delivery.What you will bring to the role: 5+ years contact centre/customer service management experience in a B2B environment; you will be an experienced VOC and have amazing influencing skills to support the changes sought to delight your people and your customers.Demonstrated customer engagement and management skills.Sound commercial acumen, coupled with hands on strategic and proactive leadership expertise.Demonstrated experience in leading continuous improvement change programs, ideally in complex environments.Hands on Project Management experience, including a preference for operating with a high degree of collaboration across business functions to deliver business outcomes.Proven experience in defining processes to achieve continuous improvement.Proven experience in dispersed team management of high-volume customer service environments.Ideally, demonstrated experience leading the back of house administration functions of a large operation, supporting high volume transactions.Very confident influencing, facilitation and negotiation skills.Strong analytic & creative problem-solving skills, & excellent written & verbal communication skills.Sophisticated approach to understanding and balancing varying customer and stakeholder needs and ability to translate into solutions, strategic initiatives, and process improvements.Tertiary education preferably in commerce, business or organisational psychology or related streams.Your key responsibilities will include: Taking a key role in the leadership of these high performing (50 fte) multisite (x6) contact centres and administration processing teams – all hybrid roles nationally.Actively driving the successful achievement of a high-performance, values-based company culture.Delivering to the highest standards of service through your peoples' engagement and development.Organisational development expertise redefining processes that support a new way of thinking, whilst underpinning a culture of continuous improvement.Ensure understanding, engagement and commitment to delivery of defined service standards.Recommend and highlight risks, opportunities and alternatives to resolve or enhance service performance at key customer touch points.Operate as the escalation point for all $m+ customers nationally, leading the prioritisation of their enquiries/issues to maximise the opportunity to deliver for them a seamless service.Implement defined customer experience initiatives with executive stakeholders.Direct resolution of service performance issues within Contact Centres; facilitation of service resolution in operational service delivery performance through managing dependencies within own and with other business units.Identify, through data/trend analysis, process improvements for customer experience initiatives.Actively participate with Customer Experience and other CSM's and Administration function regional leaders, to evaluate opportunities to leverage service initiatives beyond the business units.Provide insight, as the 'voice of customer', to support the operation to increase end-to-end customer experience and manage service performance through KPI's including churn, grade of service, missed services, complaints.A high attention to detail, as you review processes to identify best in class efficiencies.Leading change through a high level of collaboration and communication management, which includes ensuring upstream and downstream impact is identified and appropriately managed.Collaboration with the various functional leaders within this significant business unit and across the broader national business.Management reporting.This is genuinely an exciting career opportunity for a talented National Customer Service Manager who enjoys leading administrative teams and inbound customer support teams and also having direct executive customer contact, on behalf of this ASX100 icon.
For a confidential discussion please call Jack on 0412 171 400 or Louisa on 0459 991 061 or simply apply now by following the link.
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