Member Experience Outbound Team Lead

5 months ago

Noble Park, Australia RACV Full time

**Make a difference - "The work you do matters and has a positive impact"**

At RACV we are people who care, we’re part of people’s every day - making a positive impact in their homes, on the road and on holidays. We’ve built on our roadside history and been there for our customers and members for more than 115 years. We provide opportunities that only a diverse business can offer. And the best is yet to come.

Join our Member Engagement team as a **Member Experience Outbound Team Leader. **Your proven leadership experience and passion for exceptional customer experience and sales will enable you to lead a dynamic team to great success. Your strong interpersonal skills will support you in establishing and maintaining customer and stakeholder relationships whilst driving strategic outcomes.

**About the opportunity**:
As the Member Experience Team Leader, you will represent a team of outbound specialists who warm connect with our customers and members to proactively showcase our product and service offerings and also respond to NPS feedback. You will be successful in driving your team to execute various initiatives to enhance customer and member satisfaction through personalised conversations and care. You will be able to work independently and as part of our leadership team in a hybrid working environment.

Responsibilities include, but are not limited to:

- Lead, coach, and motivate a team of outbound specialists to deliver exceptional member and customer experiences through proactive warm connections and personalised and meaningful interactions.
- Foster a positive and collaborative team culture and empower team members to achieve their goals and exceed performance targets.
- Develop and implement outbound calling strategies to engage with customers and members, address their needs, and build long-lasting relationships.
- Collaborate with internal stakeholders to identify opportunities for outbound initiatives that align with business objectives.
- Analyse data and performance metrics to track the effectiveness of outbound campaigns and make data-driven decisions to optimise results.
- Continuously monitor and improve outbound processes to enhance efficiency and effectiveness.

**What we’re looking for**:
Our values are designed to shape and reinforce our desired ways of working. This role requires a passion for positive customer service outcomes, a strategic mindset, and the ability to inspire a high-performing team in a fast-paced environment. We seek a proactive and forward-thinking individual who embraces change and will drive the evolution of our Outbound operations.

To be successful in this role, you will possess:

- _Essential_ - Proven experience in a leadership role, with a strong emphasis on outbound customer service or sales, preferably in a call centre environment.
- _Desirable_ - Bachelor’s Degree or TAFE Certificate in Business or a related discipline, and/or qualifications in Project Management, Training, Communication or Business Process Improvement methodologies.
- Exceptional communication and interpersonal skills, with the ability to motivate and inspire team members to achieve their best and create a thriving and positive culture.
- Strong interpersonal skills with the ability to build strong stakeholder relationships and implement change management processes.
- Strategic mindset with the ability to develop and execute outbound initiatives that drive member and customer engagement and satisfaction.
- Strong analytical skills, with the ability to analyse data and performance metrics to optimise outbound efforts.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

**What we provide**:
At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business.

As part of a tight knit team, you will be working in a supportive and collaborative culture with exclusive employee benefits you’ll want to use such as:

- Great discounts on insurance and accommodation at all RACV resorts,
- Free Basic Emergency Roadside Assistance,
- Ability to support your community with matched giving programs, volunteer days and team fundraising that allows you to do more for the causes that matter to you, and the
- Ability to work in a hybrid working environment.

As you split your time between home and our Noble Park office, you will also be able to enjoy:

- Free secure onsite staff car parking
- Onsite café with barista made coffee
- Onsite gymnasium
- Onsite outdoor courtyard to enjoy and relax during breaks.
- Onsite break out zones, tea and coffee making facilities and a breakfast bar.

Ready to reach your full potential? Curious about where this role could take you? Then join our team where the work is meaningful and making a difference matters, and you can grow your career in more ways

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