Customer Excellence Manager

3 weeks ago

Sydney, Australia Tyro Full time

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

The Customer Excellence Manager Role sits within the Support function of the Growth team, The primary purpose of the role is to manage and lead a team of agents responsible for customer complaints, VOC through our various social media platforms, and engaging with key stakeholders to develop process improvements identified via customer feedback.

**What you'll do**:

- Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
- Analyse customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Collaborate with cross-functional teams, such as marketing, sales, product development, and customer service to align customer experience efforts with business goals and objectives
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, and provide regular reports and insights to senior management and stakeholders
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

**What you'll bring**:

- **Communication**. Excellent communication skills organised and strong problem-solving skills.
- ** Relationships**. Ability to build and maintain relationships with external stakeholders and internal cross-functional team members (services, sales, support, product development, QA, etc.)
- ** Project management**. Must be an effective project manager hwo is able to handle multiple complex projects.
- ** CX strategies**. Demonstrated experience identifying improvement opportunities and developing innovative CX strategies to increase customer satisfaction, loyalty and retention to meet customer expectations.
- ** Data-driven.** Experience with proven and innovative customer data gathering from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), and ability to analyse it using analytics tools and to convert data into insights to identify opportunities.
- ** Performance** measurement (metrics). Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement.
- ** Fast-changing environment.** Ability to adapt in a fast-paced, changing growth environment and to work independently.
- ** Software knowledge.** Experience using various customer satisfaction & survey software (i.e. Product review, Facebook, LinkedIn, etc)
- ** Support team.** Train and support team members so they can provide services or products that meet or ideally exceed customer expectations.

**Perks & Benefits**
- We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more

**Our Story**
- Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With
**10 industry firsts** to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services t

  • Customer Excellence Manager

    2 weeks ago

    Sydney, New South Wales, Australia Tyro Full time

    Why work for usWe're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and...

  • Customer Service and Contractor Liaison Officer

    2 weeks ago

    Sydney, New South Wales, Australia Business Development Manager Full time

    Dear Prospective Candidate,We are a nationally recognised company with a strong presence in the letterbox distribution industry, currently seeking a dedicated individual to join our team. This role involves handling customer updates and complaints, as well as communicating with our letterbox walkers about work opportunities.Key Responsibilities: Manage...

  • Edr Case Manager

    7 days ago

    Sydney, Australia ING Group Full time

    EDR Case Manager (Customer Excellence Associate) **Are you customer focussed and have experience in dispute resolution?** **Showcase your passion for problem solving with ING!** Customer experience is our DNA. If there's a way to solve a problem for our customers, we'll find it. In particular, we go out of our way to ensure we turn a potentially poor...

  • Customer Excellence Associate

    4 weeks ago

    Sydney, Australia ING Group Full time

    Customer Excellence Associate (EDR Case Manager) **Are you a customer focussed external dispute resolution expert?** **Showcase your passion for problem solving with ING!** Customer experience is our DNA. If there's a way to solve a problem for our customers, we'll find it. In particular, we go out of our way to ensure we turn a potentially poor experience...

  • Customer Excellence Associate

    4 weeks ago

    Sydney, Australia ING Group Full time

    Customer Excellence Associate (EDR Case Manager) **Are you a customer focussed external dispute resolution expert?** **Showcase your passion for problem solving with ING!** Customer experience is our DNA. If there's a way to solve a problem for our customers, we'll find it. In particular, we go out of our way to ensure we turn a potentially poor experience...

  • Edr Case Manager

    1 week ago

    Sydney, Australia ING Full time

    **Are you customer focussed and have experience in dispute resolution?** **Showcase your passion for problem solving with ING!** Customer experience is our DNA. If there’s a way to solve a problem for our customers, we’ll find it. In particular, we go out of our way to ensure we turn a potentially poor experience into a great one. As an **EDR Case...

  • Customer Excellence Associate

    1 month ago

    Sydney, Australia ING Full time

    **Are you a customer focussed external dispute resolution expert?** **Showcase your passion for problem solving with ING!** Customer experience is our DNA. If there’s a way to solve a problem for our customers, we’ll find it. In particular, we go out of our way to ensure we turn a potentially poor experience into a great one. As a **Customer...

  • Sales Excellence Manager

    4 weeks ago

    Sydney, Australia Microsoft Full time

    **Why Microsoft?** In Small, Medium, Corporate (SMC) and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate and...

  • Sales Excellence Manager

    2 weeks ago

    Sydney, New South Wales, Australia Microsoft Full time

    Why Microsoft?In Small, Medium, Corporate (SMC) and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate and Digital...

  • Manager, Delivery Excellence

    4 weeks ago

    Sydney, Australia IAG New Zealand Full time

    Have meaningful impact as a **Manager, Delivery Excellence** As part of the largest insurance group in Australia and New Zealand, we’re here for you. Are you ready? **YOUR ROLE** The purpose of the role and your unique contribution is to own the creation and execution of the strategy which enables T&O to improve the way in which we work together at...

  • Commercial Excellence Manager

    3 weeks ago

    Sydney, Australia Abbott Laboratories Full time

    **Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.** We...

  • Manager Customer Engagement

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

    Manager Customer Engagement, Ongoing, SydneyThe Department of Customer Service (DCS) is looking for an enthusiastic and team-orientated individual within the Customer Engagement team in ICT. The successful applicant will be supporting agencies across The Department of Customer Service. The right applicant will be a team player able to hit the ground running,...

  • Senior Entertainment Manager

    1 month ago

    Sydney, Australia Group Customer & Product Full time

    The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe,...

  • Product Manager

    4 weeks ago

    Sydney, Australia Luxury Escapes Full time

    **Be part of the team transforming global travel experiences!** Luxury Escapes is one of the world’s fastest-growing travel websites, with over 6 million members. We are growing rapidly & seeking a Product Manager to join our Operational Excellence team. The Operational Excellence (OperX) team is focused on building products which deliver a high-quality,...

  • Process Excellence Manager

    2 weeks ago

    Sydney, New South Wales, Australia HelloFresh Full time

    At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries...

  • Store Manager

    1 week ago

    Sydney, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia. We are looking for a full time manager. We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing. Someone who can work with nice smile and good attitude. Job description - Location: North Sydney-Chatswood area / Sydney CBD -...

  • Customer Resolution Officer

    4 weeks ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Customer Resolution Officer** - ** $98,941 - $116,651 plus super**: - ** Ongoing role**: - ** Location - Role can be based in McKell, Paramatta or Gosford. Hybrid and flexible working conditions available**: - ** SNSW Grade 7/8** **About us** The Customer Resolutions Team is a newly created function within Service NSW, bringing together complaints and...

  • Store Manager

    2 weeks ago

    Sydney, New South Wales, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia.We are looking for a full time manager.We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing.Someone who can work with nice smile and good attitude.Job description Location: North Sydney-Chatswood area / Sydney CBD Position: Full time...

  • Customer Researcher

    1 month ago

    Sydney, Australia NSW Government -Customer Strategy & Technology Full time

    A couple of exciting opportunities to work in a dynamic team and showcase your customer research, collaboration, communication and stakeholder engagement skills - Challenging and rewarding Mid level role offering great exposure and opportunity contribute in a meaningful way to improve the effectiveness of a progressive state government organisation - 2 Fixed...

  • Senior Manager Strategic Excellence

    2 weeks ago

    Sydney, New South Wales, Australia Allianz Popular SL. Full time

    SENIOR MANAGER STRATEGIC EXCELLENCE | SYDNEY, NSW At Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the...