Supervisor, Customer Engagement

3 weeks ago

Adelaide Region SA, Australia CoreLogic Full time

Job Summary:
Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

The Supervisor for Customer Engagement is responsible for managing staff within the Service Centre for Valuation Support to ensure they deliver efficient and professional processes to our customers.

**Job Description**:
Key Responsibilities:
Specific tasks pertinent to this role can be broken down into:

- Ensure the team deliver appropriate responses to all customer request/queries within timeframes and service levels
- Deal with complex telephone and written enquiries and any other escalated issues from the team
- Ensure team are following appropriate processes as they create and update customer records to ensure a high quality of customer interactions are met.
- Ensuring a team collaboration environment is created to support our customers, with no single point of failure
- Help formulate and achieve team goals
- Implementing & monitoring KPI’s
- Review procedures and processes to ensure efficiency of operation
- Recruitment of staff
- Training, upskilling and overall development of the team
- One on one coaching and mentoring the team
- Undertaking weekly team meetings
- Conduct employee performance reviews and manage any performance issues that may arise
- Manage roster, staff absences and staff records
- Report collation and monitoring on a regular basis
- Participating within the Leadership group on strategy, change management and creating a harmonious and collaborative culture across Client Operations

Job Qualifications:
Key Competencies Required:
To be successful in this role the key competencies required include:

- Strong communication and collaboration across the leadership team and broader organisation
- Ability to train, motivate and provide feedback to staff in a team environment
- Good negotiation and facilitation skills
- Ability to lead, coach, train and organise in a team as well as one on one environment
- Ability to work well under pressure
- Ability to actively participate in or to lead group meetings
- Excellent clear, concise and professional communication skills
- Effective time management and organisational skills
- Ability to recommend and implement process improvements
- Training Skills, ability to support and train members of the team to ensure a consistent level of knowledge
- Ability to use initiate and be pro-active

Experience and Education Required
- At least 2 years’ experience in a Supervisor role
- Preferred leadership experience in a service centre environment.

Key Performance Indicators
- Actively support new initiatives aligned to corporate business strategies
- Operational efficiency and improve service processes
- Ensure service delivery is within the agreed SLA’s for internal and external stakeholders
- Actively improve customer experience and satisfaction
- Inspire staff empowerment to enable superior service
- Grow your people
- Team strategic planning to achieve the company purpose

CoreLogic's Diversity Commitment:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement:
CoreLogic is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, colour, gender, sexual orientation, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, political opinion, national extraction (place of birth or ancestry), social origin (class, caste or socio-occupational category), industrial activities (such as belonging to a trade union). CoreLogic maintains a Drug-Free Workplace.

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