Customer Experience Manager
6 months ago
Teaching - Vocational (Education & Training)
- Join a leading online education provider, inspiring minds and changing lives.
- Build and lead a highly engaged student & work placement support function and manage a contact centre achieving high productivity and excellent student outcomes.
- Flexible hybrid working (minimum 3 days in the office)
**About our organisation.**
At Open Colleges, we believe that Opportunity is Everywhere. We’re very proud to say that we were Australia’s first ever distance education provider. We make education accessible. Our flexible, online courses can be studied from anywhere on any device. We help our students gain the skills and accreditations they need to launch, change, or take the next steps in their careers.
What’s the OC difference? Sure, we offer affordable learning with flexible payment options, and we have constantly adapted and changed with the times to keep up with industry demands. But the key difference is this: we offer something that no other online provider has - 125 years of experience When students study with us, they can rest assured that they’re in expert hands. In the last decade we have helped over 450,000 students succeed.
**About the role.**
Reporting to the Chief Operating Officer, the Customer Experience Manager (CEM) will lead and direct a student support and work placement support contact centre, serving the customers (students) of multiple Registered Training Organisations (RTOs).
You will lead and grow an existing team of support staff and ensure this team achieves weekly productivity and activity targets, meets and exceeds SLAs, and is dedicated to providing the best possible experience for our customers. You will embed a culture of customer service and demonstrate the Ripple Group’s core value of ‘keeping the customer at the heart of what we do’. You will identify and report on key performance metrics to demonstrate successful service delivery. You will partner with the COO and Ripple Group senior leadership team to identify technology and process improvements (including the use of automation and AI) to increase productivity, efficiency and further enhance the customer experience.
With flexible, hybrid working arrangements, your 35 hours per week will be conducted from home and from the office (minimum 3 days per week, Southbank Melbourne location).
**About you.**
To be successful, you will have:
- Proven experience in the establishment and leadership of a customer contact center (onshore or offshore).
- Lead, coach and mentor the customer contact center team and ensure out company values are lived everyday
- Excellent people/team leadership skills, with proven ability to manage team performance.
- Experience of building a highly engaged contact center team, operating with a culture of customer service and support.
- Experience of defining and achieving weekly performance metrics.
- Ability to collaborate effectively with functions across the organisation, in particular Finance, IT and Operations.
- The ability to analyse data and develop and present information and solutions to senior leadership
- Good level of computer literacy
- Experience of vocational education is desirable but not essential. Relevant or equivalent industry experience will not be discounted.
- Provide regular reporting to management on progress against customer service strategy, KPI's, and SLA's
- Make ongoing recommendations to management for improvements in processes and procedures to achieve ongoing continuous improvement.
- Demonstrated ability to work cross functionally across multiple business departments
- Monitor and report on the overall performance of the team to ensure compliance with policies, practices and approved customer service processes according to global best practices related to customer service
- Develop, implement and track key performance indicators (KPIs) and provide guidance and support to the team to ensure targets are met or exceeded.
- encourage, develop and build strong relationships with both internal and external customers and stakeholders.
- Communicate with customers and internal stakeholders to resolve escalated issues, concerns or complaints
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