Customer Service Team Leader

2 weeks ago

Sydney, New South Wales, Australia Xe Full time
At Xe, we live currencies.

We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses.

We leverage technology to deliver these services through our website, mobile app and by phone.

Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.


We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions.

Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.


The purpose of the Customer Service Manager role is to lead a highly effective Client Support team, who will provide help and support for Xe's global customer base through the end to end process with Xe, from registration, through money transfer transaction, and beyond.

This team will also provide support for small businesses, who also sit in our Consumer sector.


The Customer Service Manager will drive the performance of the support team, to achieve activity levels and key support metrics, optimising overall support team performance.

This role will actively drive adherence to standard global processes across the team, identifying any areas of weakness and suggesting changes that will ensure continuous improvement to the overall support experience.


Our principles
-
AMBITION
  • We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our delivery

-
RESPONSIBILITY
  • We get involved, bring our perspective and are always open to new ideas. We take personal responsibility

-
COMMUNITY
  • We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

What you'll do:

-
Drive Customer Excellence :Drive the Customer Support Team to deliver a high impact support experience for consumers and small businesses, during their end to end engagement with Xe, meeting key performance targets and metrics
-
Strategic Output: Contribute to the global strategy for Client Support at Xe
-
Thrive on excellence:Drive excellence as the team responds to inbound queries from Xe's global customer base. Encourage a 'one global team' culture as we evolve our 'follow the sun' support model and provide additional support bandwidth to other regions during peak times
-
Mentorship: Responsible for empowering and coaching Customer Support Pod Leads to optimise overall team performance. Drive a rigorous quality assurance and call listening process within the team. Actively coach team members to improve performance using quality assurance process
-
Revenue targets & milestones Achieve revenue targets as the Customer Support team is empowered to execute simple, low value money transfers directly for customers
-
Relationship Builder:Drive the team to build strong customer relationships with Xe, where consumers view Xe as their 'go-to' transaction provider
-
Problem Solver:Identify any issues in the end to end process, and highlight areas for improvement, working collaboratively with key teams. Work closely with global peers to share best practice.
-
Process & Improvement: Enforce adherence to standard global processes, actively monitoring performance and suggesting continuous improvements to tools and process
-
Continuous Improvement: Contribute feedback on our digital tools and insights on how to optimise digital self serve for our consumers, thus reducing support call volumes
-
Sharing of best practice: Build a learning culture, where teams share important knowledge and best practice

  • Champion and aggressively drive adoption of self service for support, amongst team members and customers
  • Success Measures/KPIs


Success for this role is reflected in success of the overall team, and is measured via a range of quantitative measures including call volumes, talk time, first call resolution achievement.

Delivering an excellent customer experience is key.

Success is also be measured via team performance as part of our Quality Assurance framework, which seeks to ensure excellence at every interaction, and overall customer satisfaction.


Requirements:

Who you are:

-
Leading teams: 3- 5 years experience in managing teams to deliver excellent customer support/service
-
Targets driven: Experience in managing and motivating a team to deliver against targets and metrics #Strong customer focus
-
Excellent communication: spoken and written
-
Coaching skills:investing in team members to perform at the highest level
-
Improvements and efficiencies:Ability to adhere to process, and based on results propose continuous improvements
-
Agile enviroment:Comfortable working in a f

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