Customer Support Manager

1 month ago

Sydney, Australia The Recruitment Company Full time

You will lead the front line Customer Service team that provides service to market participants, listed entities, issuers and, in particular, retail investors. The purpose of this role is to maintain the team’s high support standards and continue a focus on improving customer outcomes, feedback management and risk management as new customer impacting initiatives are delivered. This opportunity will allow you to drive improvements in how this institution engage with and support retail investors. This function is vitally important to maintaining the reputation and brand across Australian financial markets.

**INCLUDED IN WHAT YOU'LL DO**:

- Lead the front line customer service centre, managing a small but effective team in delivering high quality customer service.
- Help define and align team direction with wider enterprise strategy using data driven insights where possible.
- Manage individual and team performance with a focus on professional development and customer centric outcomes.
- Be the voice of investors internally by driving focus to and promoting awareness of investor outcomes during incidents and project engagements.
- Manage team resourcing and roster to meet operational and project release demands.
- Ensure complaints/feedback are managed according to regulatory obligations,
- Champion feedback policy awareness and education internally promoting a more effective feedback culture.
- Drive operational efficiencies within the Customer Service team and across the Customer Division.
- Source customer engagement insight and push process improvements to enhance the customer journey.
- Be a primary escalation point for team issues, customer calls and cases.
- Uphold a strong focus on risk management within the team in accordance with risk frameworks and expectations.
- Monitor call and case quality ensuring positive and productive customer engagements.

**WHAT YOU HAVE**:

- Front line contact centre management experience.
- People leader experience in a customer facing role.
- Sound knowledge of financial markets, financial intermediaries, the function of an exchange in capital markets,
- Experience within an exchange and/or trading environment
- Experience handling escalated customer calls and disputes.
- Experience leading incident responses and resolutions
- Strong experience managing relationships with business and second level support team stakeholders.
- Demonstrated strong customer experience ethos.
- Demonstrated experience leading the adoption of, and/or maintaining a high compliance standard in accordance with, an enterprise wide feedback framework
- Applied and championed risk management in a customer facing operational support function.
- Worked with CRM data to derive customer engagement trends and insights
- Acted as a mentor and coach to develop the professional capabilities of others

**WHAT YOU GET**:

- Flexible and supportive work environment.
- Career progression
- Excellent benefits

If this if the role for you APPLY NOW

Frankie

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