Customer Experience Manager

2 weeks ago


Melbourne, Australia JV Recruitment Full time

Position Description

Customer Experience Manager

Generated by Your HR System 27th Oct 2023

Position Purpose

To proactively increase customer satisfaction and loyalty, ensuring interactions meet TDH needs and visions

KPI's

Customer Experience

Customer Satisfaction

Productivity

Alignment with goals of the organisation

Staff Retention

Response times for client queries

Implementation of new processes to benefit TDH as a business

Key Duties

Lead, Manage and Develop Team













Lead and direct team to complete their tasks while ensuring the Todd Devine Homes values are followed

Team members meet key performance measures as outlined in their position description

One on one’s with direct reports on a monthly basis at a minimum

Performance reviews conducted at least annually

PD’s in place for each team member

Meet with direct reports to review performance and work tasks

Track performance of Maintenance Coordinator

Constantly driving a culture through the TDH team that shows empathy towards customers’ needs and concerns

Visit each development site to meet with Community Managers

Each site visited at least monthly

Maintain a strong relationship with the Community Managers to ensure you fully understand the mood and feel of customers

Proactive working relationships with Community Managers and customers

Attend appropriate events and activities that build community connections

Attend and provide support to project community meetings when required

Grow positive relationships and be an internal advocate for residents

Ensure a good working knowledge of internal business functions to enable improved customer experience

Capture and Analyse Customer Experience Data & Metrics

Review existing systems to capture customer experience data

Meaningful data captured and communicated to key stakeholders

Assist with the implementation of Framework





































Continually improve quality service standards and the associated metrics and reports

Improve Customer Service Processes and Systems

Analyse current processes and provide improvement recommendations

All customer experience procedures are current

Review and improve systems

Best practice systems in place

Train wider team to enhance their skill, service delivery and effectiveness regarding customer experience

Lead the roll out of new systems and processes

Safety

Follow all safety instructions and procedures by Todd Devine Homes.

Report unsafe working practices to a manager and/or safety representative as soon as identified.

Person Specification

Proven experience in leading, coaching and building a successful team

Experience and a true passion for optimising customer experience

Able to provide exceptional customer service skills and qualities that exceed our customers’ expectations

Able to demonstrate a close attention to detail with highly developed organisational skills

Able to communicate effectively with people over 50

Ensure a high standard of communication and follow up for both our internal and external customers

Always seeking WIN/WIN’s for both the customer and the business

































Be assertive and able to positively deal with conflict

A positive, can-do attitude

A creative and innovative mindset towards improving the customer experience

A communicative and collaborative approach to working with stakeholders both externally and internally

Highly developed presentation with excellent communication skills

Able to continually improve quality service standards and the associated metrics and reports


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