Customer Experience Team Manager

2 weeks ago

Melbourne, Victoria, Australia ABN Group Full time
Who Are We?

ABN Group is Australia's leading construction, property, and finance company, operating across Victoria and Western Australia. We lead the market in every segment, from first homes to luxury residences, delivering the dream of home ownership. In Victoria, our brands include Boutique Homes, Homebuyers Centre, Resolve Finance, Honey Insurance, and BuildLab.

We Will Provide:

We offer a competitive salary, generous product discounts, reward and recognition programs, and a range of health and wellbeing benefits, including an Employee Assistance Program. Additional perks include a market-leading parental leave scheme, volunteer opportunities, and ongoing learning and development to support your career growth.

Our vibrant culture thrives on recognising and developing talent. You'll enjoy regular social activities, work with a fantastic team, and be supported by approachable leaders with a clear and aligned vision.

What's On Offer

This is a parental leave cover opportunity to lead the training and development of our Customer Experience (CX) team across all Victorian divisions. You'll play a key role in onboarding, coaching, and supporting new team members to deliver exceptional customer service aligned with our values.

What You'll Do
  • Deliver and refine training programs for new CX team members across Greenfields, KDRB, Dual Occ, and Medium Density.
  • Guide trainees through a structured 12-week program, ensuring learning outcomes and KPIs are met.
  • Assess team member progress using a capability matrix and provide regular feedback.
  • Collaborate with Operational Leaders and the CX Training Manager to continuously improve training content and delivery.
  • Monitor customer interactions and identify opportunities for coaching and development.
  • Maintain accurate records, update training resources, and support probation reviews.
What You'll Bring
  • Extensive experience in customer service, ideally within the residential building industry.
  • Demonstrated leadership experience and a proactive, coaching mindset.
  • Strong communication, stakeholder engagement, and problem-solving skills.
  • High emotional intelligence and the ability to support and develop others.
  • Excellent time management and proficiency in Microsoft Office Suite.
  • Desirable: Contact centre experience and relevant customer service qualifications.
Why Join Us?

At ABN Group, people are at the heart of everything we do. We are an equal opportunity employer that values diversity and inclusion, reflecting the communities we serve. Employment decisions are based on merit, and we welcome applications from all backgrounds.

You must have the right to live and work in Australia to apply.

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