Head of News Customer Support

5 days ago

Adelaide Region SA, Australia News Corp Australia Full time

**What’s the role?**

Reporting to the Executive General Manager, Consumer Services & Insights (BSG CSI) this role is responsible for delivering a leading customer experience for News Corp Australia’s (NCA) Consumers. Our brands and mastheads are some of the most recognisable in Australia and our Contact Centre plays an integral role in being the main touch point with our Customers. Putting our customer experience at the centre of what we do, the Head of NCS is responsible for the delivery of service excellence across all service channels both voice and digital providing an exceptional customer experience. As a proven people leader the Head of NCS will inspire your team to exceed service levels, lead the team through our digital adoption and embrace change as we deliver on our digital first customer service experience. As a member of the BSG CSI Leadership Team you will also be a focal point for communication, engagement and collaboration across both BSG and Consumer.
- Responsible for increasing Employee Engagement through fit-for-purpose initiatives, consistent performance management, and development for those employees identified as talent.
- Drive a high performance culture across all levels of employees and leaders. Build bench strength, by upskilling employees and ensuring that we invest in training and development.
- Embed strong change management processes that build resilience and support employees in adopting new ways of working.
- Within the current context, propose a performance oriented Work From Home strategy that balances performance against employee engagement.
- Responding to the ever changing needs of our customers and in line with the Vision and Strategy of NCS.
- Lead the team through transformation towards self service and technology based solutions for customers and agents.
- Lead CX initiatives that exceed both business and customer expectations on service delivery.
- Optimise the use of Salesforce to inform decision making and identify opportunities for NCS to improve performance.
- Look for opportunities to improve our customer touch points. Whether that is through technology, process or structural changes, the principle of continuous improvement is core to the BSG function and therefore core to the NCS team.
- Accountability for the budget across NCS.
- Act as the organisational authority and established expert on costing, budgeting and finance tasks for NCS.
- Interpret key financial indicators to make better business decisions including identifying cost saving initiatives that contribute to NCS and the broader success of BSG against budget.
- Review current systems and technology and recommend improvements.
- Review current NCS procedures and recommend changes to enhance customer service experience including escalation of customer complaints through a tier system.

**Who you are**
- Exceptional business acumen and the ability to forecast market trends (peaks and troughs) will be well regarded.
- Critical thinking and problem solving in a Contact Centre setting.
- Exceptional at building relationships and influencing executive stakeholders.
- High level of resilience, and able to manage and mitigate resistance.
- The ability to communicate to front line employees and senior executives alike.
- Inspirational, trustworthy and dependable.
- Proven track record leading a medium to large Contact Centre.

**What’s in it for you?**
- Attractive remuneration package
- An opportunity to innovate, challenge the norm and pioneer the way forward
- A truly collaborative environment
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation

**News Benefits**

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:

- Exclusively ours - Access to publications and products from across the News Corp family
- Health & wellbeing - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)
- Time off - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.
- Helping you grow - Development opportunities (including diversity and inclusion -focused education series) and recognition
- Financial wellbeing - Support on making the most of your money
- Perks & discounts - Exclusive offers across a range of products and services
- Giving back - Make a difference to our communities.
- Inclusive workplace benefits & facilities - join an employee resource group, get access to multi-faith quiet rooms or utilise our parents rooms.

**Who are we?**

We are Australia’s number one and

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