Customer Service Manager

6 days ago


Hunter Valley, Australia WesTrac Full time

**_At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More._**

**About the role**

WesTrac is seeking an established leader with a strong focus on customer experience to join our Customer Service Team at Tomago.

This role provides opportunities to be a part of digital transformation projects with Caterpillar and partners such as Zendesk and Cisco and is accountable for the delivery of a best in class customer experience across multiple channels.

Reporting to the Aftermarket Solutions Manager, the Customer Service Manager will ensure an exceptional level of service is provided to all internal and external customers of CAT products. You will be responsible for the overall improvement to the customer experience and lead the NSW customer service benchmarking implementation to ensure WesTrac can continue to evolve within an ever changing landscape.

The large customer base is from the mining and construction industries servicing large global multi nationals through to single machine owners through both phone and B2B platforms and supported by 24/7 warehouse operations.

**Key Responsibilities**
- Provide mentoring and leadership to the Tomago Customer Service team
- Identify opportunities for automation and process improvement to reduce our cost to serve by collaborating internally and with our external business partners
- Produce and deliver quality presentations on at least a quarterly basis to showcase customer experience, trends, and recommendations
- Respond to customer complaints and resolve disputes in a timely manner
- Develop and execute initiatives designed to increase customer loyalty
- Rollout NSW customer service CX benchmarks across the NSW branch network

**Skills & Experience**
- Demonstrated engagement and leadership skills in a large team
- Implementation of customer service benchmarks across a multi site network
- Ability to influence key stakeholders across different business functions
- Sound ability to analyse current data trends and adjust processes to achieve KPI’s
- Experience in ERP process automation projects is highly sought after
- Formal qualifications in Business/Marketing/IT/Communications will be highly regarded

**Benefits**
- Competitive salary and benefits scheme
- Company funded income protection
- Flexible work arrangements
- Purchased leave
- Discounted private health plan
- Fitness passport
- Novated leasing

If you believe you have the skills and experience to succeed in this role, please submit your cover letter and resume for consideration via the link. For further information regarding this role, please contact our Recruitment team on 1300 797 028. Job number: 884969.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.
- At WesTrac, our primary focus is our people. As we look to the future, we’re focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture._



  • Hunter Valley, Australia NSW Department of Customer Service Full time

    **Customer Service Officer** **Grade**:Clerk Grade 5/6 **Employment Type**:Multiple temporary dates (up to 18 months) **Location**:Gosford **Applications Close**: Monday 16th September 2024 [at 9:59am] **This role sits within the NSW Fair Trading Division in the Long Service Corporation team** *** **About the team** Fair Trading and Regulatory Services...


  • Hunter Valley, Australia NSW Department of Customer Service Full time

    **Customer Service Advisor - Technical** **Long Service Corporation, NSW Fair Trading** **Grade**:Clerk Grade 7/8 **Location**:Gosford **Duration**: Ongoing **Salary**:$106,025 - $117,363 + Superannuation **Closing Date**:Wednesday 11th September 2024 [at 9:59am] - Be part of the launch of our new Community Services Long Service scheme - Be part of a...


  • Hunter Valley, Australia NSW Department of Customer Service Full time

    **Assistant Advisor, Information Services - NSW Fair Trading** **Grade**:Clerk Grade 5/6 **Salary range**:$97,027 - $107,059 + superannuation and leave loading **Duration**:Temporary employment opportunity - up to 18 months** **Location**:Gosford/Negotiable, some travel to Parramatta and Sydney occasionally when required. **Closing Date: Monday 20th January...


  • Hunter Valley, Australia Service NSW Full time

    **Customer Service Representative - Murwillumbah Service Centre** **Title**: Customer Service Representative (Service Centres) **Salary**:Service NSW Grade 3/4 ($67,176 - $81,920 pro-rata, plus employer's contribution to superannuation and annual leave loading) **Location: Murwillumbah Service Centre** **Employment Status: Part-time - temporary...


  • Hunter Valley, Australia Service NSW Full time

    **Customer Service Representative - Coffs Harbour Service Centre** **Title**: Customer Service Representative (Service Centres) **Salary**: Service NSW Grade 3/4 ($67,176 - $81,920 pro-rata, plus employer's contribution to superannuation and annual leave loading) **Location**:Coffs Harbour Service Centre** **Employment Status: Part time/Full time -...


  • Hunter Valley, Australia NSW Department of Customer Service Full time

    **Aboriginal Outreach Officer 5/6** ** This role is identified for Aboriginal or Torres Strait Islander applicants only ** **Clerk Grade**:5/6 **Employment Type**:ongoing **Location**: Base location Maitland NSW. This is an outreach role that predominately services the Hunter region of NSW. Some overnight travel is required.** Applicants must have an...

  • Procurement Officer

    5 months ago


    Hunter Valley, Australia NSW Department of Customer Service Full time

    **Procurement Officer - Long Service Corporation** **Grade**:Clerk 7/8 **Duration**: Ongoing/Full-time **Salary range**: $106,025 - $117,363 + Superannuation **Location**: Gosford **Applications Close**:Tuesday 17th September 2024 [at 9:59am] **About Us** DCS Fair Trading Policy & Delivery works across a broad portfolio of functions and projects to...

  • Aboriginal Trainee

    4 weeks ago


    Hunter Valley, Australia NSW Department of Customer Service Full time

    **Aboriginal Trainee** **Job type**: Temporary (24 months) **Location**: Gosford **Hours per** week** : Full time, 35 hours **Wage**: Depending on applicant Highest Year of Schooling completed and years beyond We have an exciting opportunity for an Aboriginal Trainee to join Revenue NSW as part of the 1000 NSW Public Sector Apprentices and Trainees...

  • Trainee

    4 weeks ago


    Hunter Valley, Australia NSW Department of Customer Service Full time

    **Trainee** Job type: Traineeship Temporary (24 months) Location: Gosford Hours per week : 35 hours Wage : varies based on applicant Highest Year of Schooling completed and years beyond Course : PSP40416 Certificate IV in Government Investigations We have an exciting opportunity for a Trainee to join Revenue NSW as part of the 1000 NSW Public Sector...


  • Hunter Valley, Australia NSW Department of Customer Service Full time

    **Aboriginal School Based Trainee** **Job type**:Temporary (24 months) **Location**:Gosford **Hours per week**: 7 hours We have an exciting opportunity for an Aboriginal School Based Trainee to join Revenue NSW as part of the 1000 NSW Public Sector Apprentices and Trainees Program. The apprenticeship and traineeship program combines formal qualification,...


  • Hunter Valley, Australia WesTrac Full time

    **At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways...


  • Hunter Valley, Australia WesTrac Full time

    At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to...


  • Hunter Valley, Australia WesTrac Full time

    **At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways...


  • Hunter Valley, Australia Sykes Australia Pty Ltd Full time

    **What does the role involve?** The focus of this role is providing inbound customer care and support on behalf of a leading financial institution in Australia. Reporting to the Team Manager, your day-to-day responsibilities will include: - Answering incoming calls and responding to customer general banking enquiries. - Investigating and resolving...


  • Hunter Valley, Australia NSW Police Force Full time

    **Clerk Grade 1/2**: - **Ongoing, Full-Time and Part-Time roles**: - **Tuggerah**: - **12 Roles** **About us** The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order...

  • Service Manager

    7 months ago


    Hunter Valley, Australia Penske Full time

    **Your New Opportunity**: With a strong team of **Heavy Diesel Mechanics, Customer Service Professionals and Administrative Staff **we need strong leadership. This is the ideal opportunity to take the next step in your career. Your role is integral to the ongoing success of the **Hunter branch** so we're looking for someone who has the energy and drive to...


  • Hunter Valley, Australia HumanKapital Full time

    **CUSTOMER SERVICE EXPRESSION OF INTEREST** *** We are now accepting expressions of interest for several exciting roles in **Newcastle, Hunter Valley and Sydney, NSW** with our client that is a leading equipment and services provider in the construction, mining, and agricultural industries. We are seeking graduates or individuals with relevant skills,...


  • Hunter Valley, Australia Programmed Full time

    Programmed Skilled Workforce is a leading provider of managed workforce and training services. Our client is a world-leading gases and engineering company with more than 50,000 employees working in around 100 countries worldwide. We are currently looking for a new member to join our friendly team at BOC Muswellbrook Gas & Gear. This is a high-paced and...


  • Hunter Valley, Australia IMB Bank Full time

    **Banking experience not required, excellent training provided**: - **Permanent Full Time (Broadmeadow) and** Casual available - Newcastle Region** IMB Bank is a leading member-owned bank offering a full range of products and services in both retail and business banking. IMB’s purpose is to provide simple, competitive and authentic banking that helps our...


  • Hunter Valley, Australia NSW Reconstruction Authority Full time

    **Temporary full-time role up to June 2026, with possibility of extension** - **Based in Lismore with flexible work arrangement options** - **Clerk Grade 11/12 ($145,378 - $168,130) plus super and annual leave loading** **About the role** As the Manager within the Customer Engagement and Resolutions team in the Resilient Homes Program (RHP), you will lead...