Customer Service Manager

2 weeks ago

Parramatta, Australia Uniting Full time

**Customer Service Manager - Part Time Permanent Position - Parramatta CBD with flexible work model.**

As a Customer Service Manager at Uniting, you will play a pivotal role in leading and mentoring our dedicated team members. Your primary focus will be on fostering a culture of continuous improvement within our Customer Service teams. This entails ensuring efficient communication, prioritization, and resolution of customer inquiries while maintaining high service standards. Additionally, you will be responsible for analyzing and preparing management reports to facilitate informed decision-making.

Key Accountabilities:

- Provide leadership and support to ensure team members have the necessary resources and skills to deliver exceptional service.
- Drive changes and improvements within the department to enhance service viability and effectiveness.
- Analyze operational data and research to inform decision-making and enhance service delivery.
- Coordinate and maintain management systems, ensuring accurate and consistent data input.
- Prepare relevant data for budgeting and reporting purposes.
- Actively promote and uphold safe work practices in accordance with organizational policies and legislative requirements.

Your Responsibilities:

- Manage and develop staff effectively, ensuring adherence to performance standards and fostering a culture of continuous development.
- Cultivate strong relationships with internal and external stakeholders to enhance customer experiences.
- Handle digital customer inquiries and complaints across various platforms, ensuring timely resolution and accurate reporting.
- Support service marketing and business development initiatives through lead generation and sales management.
- Evaluate staff performance and provide constructive feedback through regular appraisals.
- Act as a customer advocate, ensuring their needs are met and issues resolved promptly and professionally.
- Maintain technical knowledge across customer service operations and facilitate knowledge sharing within the team.
- Contribute to the development of technical requirements and procedural improvements.

About You in the Role: As a member of the Uniting team, you will embrace diversity and uphold our values. Your key capabilities include:

- Strong leadership skills, with the ability to build and develop engaged and diverse teams.
- Initiative and ownership in improving performance and achieving goals.
- Business acumen, understanding organizational objectives and making sound decisions to support them.

Qualifications & Experience:

- Qualification in Frontline Management, Business Management, or equivalent experience.
- Minimum 5 years’ experience in customer service, with 2 years in a supervisory role.
- Excellent communication skills, both verbal and written.
- Proficiency in data analytics.
- Passion for social change and advocacy.
- Experience in navigating complex organizations and managing through influence.
- Experience in call center management, marketing, or project management is desirable.

Even Better:

- Post-graduate qualification in customer service.
- Experience in systems/process establishment and data collection.

PD - Customer Service Manager.docx

**How to apply**
- Benefits of working at Uniting

Join us in shaping a brighter future Your journey begins here.

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