Cx Centre Manager

2 weeks ago

Tullamarine, Australia Laminex AU Full time

This is our Australian Story
We've been a part of the iconic Australian design landscape for over 85 years.

Only a few short years after Australian's became happy little Vegemite's, families were spreading their toast in kitchens and on tables made by us.

Now you'll see our products winning praise on 'The Block' and on the surfaces of some of your favourite stores.

We've come a long way over the past 85 years - and have an even brighter journey ahead of us.

Laminex is not only a leading Australian Manufacturer.

We have ambition to be a world class Digital platform business, that enables the busy lives of our many Specifiers and Trade customers connecting them to their key stakeholders and our customer communities.

Would you like to know more about us? Check out Youtube - Laminex Australia 'This is our Story' & 'This is our Future'

National CX Hub Manager - The Opportunity


We have a Passion for CX, and because of this our focus is on making it easy for our customers to do business with us.

This means enabling seamless and unified omni channel service communications and giving customers greater control through easy digital service options.


What does this mean for you? I'm glad you asked


We're on the hunt for a customer focused and human centred leader to be a part of this Digital and CX journey.

This means leading our CX Hub (which is our Contact Centre) and our team of exceptional Customer Service specialists to provide top level Customer service pro-actively supporting their needs relating to product availability, product ordering, status of orders, tracking deliveries, technical queries and after care.


But that's not all

  • This is all about Leading people through a Digital Transformation
  • Driving change and adoption of digital solutions alongside Digital colleagues
  • Initiating new channel engagement, monitoring quality of interactions and lifting NPS along with employee engagement
If this sounds exciting, then you sound like our person - We guess you're probably someone with:

  • Strong people leadership skills coupled with experience in coaching and training for improved performance for both inbound and outbound journeys
  • Experience in progressive Contact Centre environments and CX in medium/ large organisations along with B2B and/or B2C exposure
  • We would love you to be knowledgeable across business wide strategies and CX improvement initiatives
  • Operational knowledge of systems, products, SOP's and customer operations
  • High level of interpersonal and problemsolving skills
  • A drive for people, process, and systems improvements

A little sneak peek into the exciting things you can expect in this role

  • At Laminex we are all about relentless innovation and making things better Which is whyIn 2023 we are launching a Trade Hub Mobile App for our Trade customers and a Design Hub for our Specifier customers. The CX Hub compliments these spaces by supporting Web Chat and providing the knowledge for Bot Journeys to respond to general enquiries.
Sounds awesome? Well, you get to be right in the heart of it all

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