Up to 4 Wellness days + 2 Volunteer days each year Generous discounts and additional monetary benefits WHO WE ARE
We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ.
A total portfolio under management of $2.5 Billion and over 1200 employees.
OF OUR PERKS INCLUDE
Recharge and relax with up to four extra days of leave each year.
We call them Wellness days We offer industry leading 20 weeks paid parental leave Save plenty with vehicle salary packaging Monetary service milestone awards Recruitment referral bonus Discounted mobility products and services Flexible work arrangements Career progression opportunities (over 25% of our vacancies get filled internally!)
Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more Two paid volunteer days each year to give back to causes that matter to you Health and wellbeing support including a subsidy and an innovative Employee Assistance Program ABOUT THE ROLE...
This role is responsible for leading and managing the Re-Novations Team to ensure that tasks are completed in a timely manner and customer expectations are met and exceeded, maximising customer loyalty opportunities through delivery of superior customer service.
TASKS AND RESPONSIBILITIES...
The major responsibilities of this position include but are not limited to:
Manage the daily workload across the team, prioritising activities to ensure timeframe, KPI and compliance requirements are met.
Conduct quality assessments to ensure adherence to processes and accuracy of work.
Effectively assist with internal queries in relation to Renovations, demonstrating advanced knowledge of procedures and requirements.
Maintain and update Renovation teamwork instructions.
Monitor NPS and other sources of customer feedback and communicate relevant feedback to team/individuals as appropriate.
Take ownership of any escalated issues and customer complaints to ensure a complete and satisfactory resolution appropriate.
Take ownership of any escalated issues and customer complaints to ensure a complete and satisfactory resolution.
Lead a customer centric culture, focusing on continuous improvement, ownership and accountability to provide a superior customer experience that encourages repeat business and customer loyalty.
Develop team competencies through regular informal and formal training.
Coordinate training for new and existing team members.
Ensure a complete working knowledge of sgfleet products and services offered to customers (self and team).
Provide leadership, direction, training, and support to the team, driving client satisfaction and retention.
Develop further the team's capability and competency to ensure that tools, behaviours and individual capabilities are market leading.
Model inspirational leadership through effective people management that cultivates a strong culture of performance, collaboration, personal growth and engagement.
SKILLS AND EXPERIENCE
Solid previous experience in a customer service role Ability to effectively manage internal and external relationships with superior communication skills, both written and verbal Ability to motivate and lead others to meet the departmental KPI's.
Ability to share knowledge and coach others Strong organisational and time management skills.
Ability to prioritise and deliver against challenging deadlines Can resolve problems through to completion resolution in a timely and effective manner Sound computer skills including strong MS Office High level numeracy, attention to detail and ability to understand complex finance/taxation concepts WHAT'S NEXT
We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging and offer work-life balance and career development.
We are a proud equal opportunity employer.
Resumes may be sent, and interviews may take place prior to closure date for applications.
To give yourself the best chance of selection, please do not leave your application to the application 'close' date.
As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.#J-18808-Ljbffr