Customer Support Manager

5 months ago

Peakhurst, Australia Learning Links Full time

Love to work with a growing organisation? Sick of the commercial world and want more purpose in your work? We are hiring now for a Customer Support Manager for our inbound/outbound call centre. You will be able to work with complete autonomy and use your continuous improvement mindset to build a strong foundation for growth with our amazing team.

**When you join the Learning Links team you have**:

- ** **Access to our comprehensive people leader development network
- An invitation to highly coveted quarterly PD days.
- Competitive salary + the ability to salary packaging over $18,000

**About your team**

Many of our parents describe our Customer Support team as angels They are the people that they speak to when they feel stressed or worried and who warmly and with empathy and efficiency connect them in with services and amazing professionals to get their kiddos learning on track. We have a close-knit team who enjoy a laugh, choccie and smashing their KPIs. To help support our success, we work Monday to Saturday.

**About your role**

In this fast-paced and varied manager-level role, you will oversee all aspects of the customer call centre ensuring the team effectively and efficiently answer customer enquiries, assess requirements, make and change bookings, and provide referrals.

You are also responsible for lifting up the team in a way that ensures the very best service is delivered for our clients, their families, professional staff and external stakeholders.

This role is permanent part time based at Peakhurst working from Monday to Thursday with options for work from home or our other network of offices.

**Day to day you will**:

- ** **Lead from the front and be a strong role model for the customer support team in relation to compliance, accountability, and quality.
- Provide system and product and services training to increase the bench strength of the team.
- Actively problem solve in relation to all aspects of the customer experience to ensure a high-quality service is consistently provided.
- Collaborate with cross-functional teams to ensure alignment between call centre operations and Client Services teams, marketing, IT and Finance.
- Liaise with Program Managers to manage customer vacancies, staff scheduling, complaints, feedback, and marketing requirements.
- Monitor, analyse, develop, and implement call centre metrics to identify trends, challenges and opportunities for process improvement and support business growth.
- Strategically improve the customer call centre function to ensure KPI achievement, optimisation, efficiency and streamlined process are in place - ultimately to support an excellent customer experience, every time.
- Manage and maintain the highest standard of confidentiality, privacy, and security in managing client records IT systems and operational requirements as a healthcare provider including NDIS and Medicare compliance.
- Adopt a learning and growth mind-set with an eagerness to learn new things and grow as a leader and manager.

**Why is Learning Links right for you?**
- ** **Flexible work options (part time, various locations, etc.).
- Access to an amazing brains-trust of expert colleagues to bounce ideas and discuss best practise.
- Salary packaging over $18,000 to increase your take home pay.
- All training and support provided as well as ongoing free professional development.
- Option to take up a novated lease for a vehicle (the most tax effective option for purchasing and running a new/used car).
- Hands down the most supportive and welcoming culture around.
- Career opportunities as you grow We have opportunities to step up as we grow interstate.

**About you**
- Proven experience as a Call Centre Manager or similar leadership role.
- Strong understanding of call centre operations, metrics, and technologies.
- Excellent leadership skills with the ability to motivate and develop teams.
- Analytical mindset with the ability to use data to drive decisions and improvements.
- Exceptional communication skills, both written and verbal.
- Prior experience with a CRM (we use Salesforce).
- Strategic thinker with the ability to develop and execute operational plans.
- Strong problem-solving and decision-making abilities.
- Customer-centric approach with a commitment to delivering exceptional service.
- Adaptability to changing circumstances and business needs.
- Excellent organisational and time management skills.
- Current Working with Children Check or happy to obtain one.
- Commitment to working in partnership with families and other professionals.

**About Learning Links**

Learning Links have over 50 years’ experience in providing evidence-based therapy, education, and support services to help children build the skills and confidence to learn, develop and thrive. We work in close collaboration with parents, professionals, and schools to work towards our vision of creating a community where difficulties learning is no longer a barrier to a fulfilling life.

D

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