Customer Experience Manager
4 weeks ago
Grays has an opportunity for a highly motivated and experienced customer service manager to join us in our newly created Customer Experience Manager position. Reporting to the General Manager - Customer Services, you will manage our Customer Service department, with a number of Customer Service Team Leaders reporting into this role. You will work collaboratively with all divisions within Grays, as well as our offshore partners to deliver quality customer service to our customers, identify areas for improvement and identify trends.
Your key deliverables will include delivering service excellence, driving customer experience improvements across the business, managing the team and managing the returns and refunds process. This is a challenging, critical role within Grays with endless opportunities to collaborate, contribute, influence and impact within a dynamic, complex and interesting setting.
This role offers excellent flexibility with a hybrid working arrangement - giving you the benefit of on-site connection and collaboration balanced with the flexibility to incorporate working from home into your routine every week, if that suits you. Further, this role can be based close to any of our offices around the country.
**In this role you will be responsible for**:
- Managing, coaching and developing members of the Customer Service Team Leaders to support them to succeed in their roles and effectively manage their teams.
- Monitoring and reporting on the performance of the customer service function.
- Coordinating post-sales support on a national basis.
- Overseeing the management of escalated customer complaints, disputes and refunds.
- Maintaining, updating, improving and managing the quality of the returns and refunds process.
- Monitoring monthly NPS scores and feedback to identify ways to better serve our customer needs.
- Building and maintaining positive, productive and accountable stakeholder relationships in order to drive and improve the customer experience.
- Taking a proactive role in ensuring the achievement of metrics and KPIs, quality assurance and continuous improvement.
- Ensuring compliance with Australian Consumer Law and other relevant legislation, codes of practice and company policies and procedures.
- Contributing to a positive, proactive, customer focused and accountable culture at Grays.
**We’re looking for someone who has**:
- Demonstrated success in a similar role.
- Ability to motivate, influence and negotiate with others to achieve excellent customer service outcomes.
- The ability to establish and maintain positive and productive relationships with stakeholders.
- Excellent written and verbal communication skills.
- High level interpersonal skills, with an approachable and collaborative approach.
- Exceptional problem-solving and dispute resolution mindset and skills.
- The ability to remain positive and lead by example in challenging situations.
- Strong experience and knowledge in Australian Consumer Law.
**What’s in it for you?**
- Progress your career in a dynamic and growing Australian ecommerce company during an important period in our customer experience journey.
- Enjoy a range of perks such as monthly vouchers to spend at Grays, regular BBQ breakfasts, recognition, discounts and free parking available at most of our sites.
- The opportunity to learn and develop through participation in Grays projects, people leadership sessions and access to a wide range of online learning modules.
- Grays is committed to supporting flexibility for all employees, whether they work behind a desk or in ou warehouses and yards. Our Flex at Grays flexibility guidelines help our people to get the balance right for your individual circumstances in the context of your role and team. At Grays, our starting position with flexible work requests is “how can we”. Ask us about flexibility at Grays in your interview.
**About Grays**
Grays is an Australian online retail and auction company, offering a huge range of consumer, industrial and commercial goods, direct from manufacturers and distributors. We offer our customers great value and convenience and our vendors an efficient alternative sales channel.
We employ around 400 people throughout Australian in our network of warehouses, distribution centres and offices.
- Please note, all successful applicants will be required to undergo right to work, bankruptcy and Australian Criminal History checks. Only short-listed applicants for this role will be contacted.and Australian Criminal History checks. Only short-listed applicants for this role will be contacted._
**Job Types**: Full-time, Permanent
**Benefits**:
- Employee discount
- Referral program
- Work from home
Schedule:
- Monday to Friday
Application Question(s):
- What is your expected annual base salary?
- How much notice are you required to give your current employer?
- How many years' experience do you have as a customer experience manager position?
Work Authorisation:
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