Head of Customer Service

6 months ago

Mount Waverley, Australia Techtronic Industries (TTI) Full time

**Sowho are we?**
Techtronic Industries (TTI) is a global organisation and world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. TTI's portfolio includes market leading brands such as Ryobi, AEG, Hoover, Vax, Kango and Empire.

We are committed to ensuring our people have a great experience, in addition to an exciting and challenging role we also provide a range of great employee benefits including:

- **Personal Development**: Access to LinkedIn Learning and professional development programs.
- **Health & Wellbeing**: Paid Parental Leave and Employee Assistance Program.
- **Discounts & Perks**: Generous discounts on company products.
- **Social**: Recognition programs and social events to celebrate our team's achievements.

Report to the GM - Service Solutions, Consumer your role as Head of Customer Service will see you lead a high performing hybrid customer service team and drive a solid solution orientated culture. You will demonstrate proven leadership, development and coaching capabilities of Leaders and front-line contact centre Agents both here and offshore. Be actively involve in engaging and supporting the development of the team to ensure better performance and succession planning.

**What your day-today looks like**:

- Develop and implement strategies to achieve targets and exceed customer expectations.
- Manage the relationship with Outsource Partner to ensure a consistent customer experience regardless of enquiry type or where the enquiry is answered.
- Carry out regular 1:1’s, developing a culture where training and development are seen and understood to be priorities of the team.
- Identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
- Leverage customer feedback, obtained through, but not limited to, the Customer Insights and Voice of the Customer team(s) to champion customer-centric initiatives throughout the organisation to prioritise customer satisfaction and loyalty and continuously improve products and services.
- Ensures targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service deliver.
- Formulate comprehensive strategies to enhance digital platform offerings, improve user experience, and fortify the company's market presence.
- Monitor and analyse financial performance and KPIs to ensure revenues and budgets are met to hit profitability targets.

**What you will bring to the role**:

- Minimum of 5 years’ experience managing/leading a team in a Contact Centre environment.
- Knowledge of Contact Centre technologies including digital service, Voice of the Customer as well as project management methodologies.
- Strong business acumen - operational and strategic skills.
- Have an expert level understanding of Salesforce & SAP.
- An open communicator with an approachable management style.
- Excellent leadership and management skills.
- Ability to influence and negotiate with your key stakeholders.
- 1-3 Overseas trips to the Philippines per year.

If you are ready to join a growing organisation and be a part of an outstanding team, we would love to hear from you

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