Deputy Client Service Manager

2 weeks ago

Melbourne, Victoria, Australia Marie Stopes Australia Full time
Opportunity to join management function of a successful inbound Contact Centre

  • Make a difference to the lives of Australians seeking access to our services
  • Positively contribute to shaping the operational direction of the Contact Centre

About MSI Australia

MSI Australia is an independent, non-profit organisation providing sexual and reproductive health services equally to all people living in Australia.

We are a nationally accredited provider of abortion, contraception, vasectomy services, and teleabortion. We have a client-centred approach empowering our mission of your choice, made easier.

About the role:


Opportunity to join the management function of a successful inbound contact centre, supporting our clients to gain access to our Australia-wide services.

In this role you will be responsible for assisting with the development and implementation of processes and procedures to improve quality and efficiency of contact centre operations through data analytics, client feedback and team collaboration.

You will work across our support office to ensure patient care standards are understood and maintained across the team.

You will support the organisation, Client Service Manager and the team to achieve a high quality and client focussed approach, whilst complying with any legislative requirements.


Main responsibilities of the role:

  • Support the Client Service Manager to lead, inspire, support and develop your team to deliver high quality personalised services to the utmost professional standards.
  • Ensure necessary resources are available to meet the daily, weekly and monthly targets through management of attendance, sickness and holidays and by allocating and monitoring workflows. Escalate resourcing issues where required.
  • Oversee the training of new Client Service Advisors, ensuring they meet minimum requirements before they work independently.
  • Actively support the performance appraisal and progress conversation processes within the National Contact Centre to ensure optimum performance and engagement.
  • Manage the escalation process for customer complaints and provide relevant training of objection handling to CSA's. Recommend controls to prevent reoccurrence.
  • Manage and ensure quality is maintained and audited through regular call and data monitoring of client service advisors and provide feedback on call quality and centre contribution as well as identifying areas for improvement.
  • Collect and analyse call centre data through reporting and adjust processes to meet or exceed goals.
  • Support the Client Service Manager by adopting a leadership role in some areas of management of our services including service development, budget management and communication.
  • Deputise for the Client Service Manager in their absence, managing all aspects of the contact centre.
  • Assist the Client Service Manager in shaping the operational direction of the service and developing and implementing service improvement plans.
  • Fiercely Prochoice and champion of women and pregnant people's rights who is passionate about destigmatising abortion, sexual and reproductive health
  • Strong leadership skills within a high volume omni channel contact centre environment, with the ability to manage and coach, develop and inspire a team to deliver KPIs
  • A strong background in motivating a team to reach targets and KPIs, as well as identifying areas of improvement.
  • Comprehensive knowledge and use of data and reporting, specifically to drive performance
  • Effective stakeholder management skills
  • Ability to be supportive and adaptive to change in a dynamic fast paced environment

Our benefits:

  • Generous nonforprofit salary packaging
  • Supportive Employee Assistance Program
  • Make a positive difference while being a part of an organisation with a global footprint
  • Supportive and compassionate team

Who we are:

At MSI-A our vision is to help all Australians take control of their sexual and reproductive health. Your choice, made easier.

**Integrity | Agency | Safety | Quality | Courage

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