National Manager – Rapid Response Team Leader Impactful Role: Lead the charge in delivering our strategic vision Influential: Make a broad impact by helping to shape our culture and practices Growth: Grow in your role and develop a rewarding career Are you an energetic, customer-centric, and people-focused manager ready to establish and lead our national call centre across QLD, NSW, VIC, and SA?
We are seeking a National Manager - Rapid Response Team to spearhead the implementation and ongoing management of our new Rapid Response Team.
Your mission: ensure our customers feel seen, heard, and valued through exceptional customer service.
With a 'customer first' approach, you will focus on high call answer rates and quick resolutions to common queries.
You'll optimise team performance through data analysis and feedback, ensuring continuous improvement to meet our customers' evolving needs.
You'll oversee recruitment, training, development, and maintain clear, concise communication with your team and internal stakeholders.
What you will be doing Strategic Leadership: Develop and lead an effective implementation plan aligned with our strategic framework. Recruitment: Assemble a high-performing team that cares passionately about our customer. Team Management: Lead, motivate, and manage a team of rapid response team/customer service officers that exceed service level targets. Training: Provide guidance, coaching, and training for the team including processes, call scripts, enquiry management, systems, and escalation procedures. Risk Management: Identify risks and develop mitigation strategies. Stakeholder Communication: Regularly work with internal stakeholders to understand changes in business approach/processes and update on progress. Performance Monitoring: Monitor, measure, and report on key metrics like call response times, customer satisfaction, and agent productivity. Continuous Improvement: Promote and lead continuous improvement within the team, sharing best practices across the organisation. Collaboration: Work with other leaders to understand common queries, processes, legislation, and practices to integrate into the Rapid Action Program (RAP). Analyses: Gather and analyse customer experience data to uncover trends, areas for growth, and root causes of performance challenges. Problem Solving: Act as an escalation point for team members, resolving issues positively. Adherence to Principles: Follow the Smarter Communities People Management Principles. What you need to bring to the role Relevant Experience: Proven experience in nurturing the customer experience with over 5-7 years of leadership in similar call centre environments. Leadership Skills: Demonstrated people leadership experience and a passion for fostering growth through designing and implementing various performance improvement initiatives. Communication: An ability to communicate with clarity and influence, effectively engaging stakeholders. Service Excellence: A track record of delivering outstanding customer service and achieving key results. Stakeholder Management: Excellent skills in managing both internal and external stakeholders. Tech know-how: Proficient in utilising technology, systems, and processes to enhance operations. What's in it for you? Professional growth: Ongoing training and development opportunities. Work-life balance: Birthday leave and the ability to purchase additional leave. About Smarter Communities Smarter Communities is one of the largest community management companies in Australia.
Each of our local brands across New South Wales, Queensland, South Australia, and Victoria specialise in strata, body corporate, or community titles management.
We manage in excess of AU$30 billion of property and our vision is clear - to provide a stress-free Strata experience so that people and properties thrive.
Join us on our journey to build smarter, more connected communities.
Apply now and make a lasting impact!
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