Customer Experience Lead

4 days ago

Melbourne, Victoria, Australia beBeeServiceDelivery Full time $90,000 - $120,000
Job Title

Service Delivery Manager Role Overview

Nationwide Group is Australia's largest provider of towing, transport, and roadside assistance services. We proudly support major motoring clubs, government, corporate, and private clients, delivering safe, reliable, and high-quality services around the clock.

The role requires an experienced leader to join our Roadside team to lead and support state-based Patrol networks. This role ensures our roadside teams and fleet are equipped, supported, and empowered to deliver exceptional experiences to members when needed.

About The Job

This Service Delivery Manager will be responsible for leading and supporting Roadside Patrol Operators who operate specialized service vans providing 24/7 breakdown assistance. They will mentor, coach, and engage with contractors to ensure safety, compliance, performance, and customer satisfaction. They will also oversee fleet management ensuring vehicles are maintained, fitted, and aligned with customer and operational needs.

Key Responsibilities
  • Promote a strong safety-first culture across the network.
  • Coach and mentor Patrol Operators to deliver outstanding roadside service in line with policies and procedures.
  • Monitor and review performance, KPIs, and customer feedback, providing regular insights and support for improvement.
  • Build relationships with Contractors through regular face-to-face engagement and operational discussions.
  • Support the recruitment, onboarding, training, and induction of Patrol Operators to ensure compliance and capability.
  • Oversee Patrol fleet procurement, fitment, utilization, and audits to maximize efficiency and reliability.
  • Partner with Contractors to strengthen engagement and ensure a sustainable, high-performing Patrol network.
  • Ensure delivery of roadside services meets or exceeds customer SLAs and brand standards.
Required Skills And Qualifications

You'll thrive in this role if you bring:

  • Proven leadership experience in service delivery, transport, logistics, or similar operational environments.
  • Strong people skills with the ability to coach, influence, and build trusted relationships with Contractors and Operators.
  • A passion for safety and compliance.
  • Commercial acumen to balance customer needs, business requirements, and Contractor expectations.
  • A customer-first approach, with the ability to deliver service excellence under pressure.
  • Strong problem-solving and decision-making skills.
Why Join Us?
  • Great employee benefits and opportunities for development.
  • Play a key role in leading the roadside assistance function of a national industry leader.
  • Work in a fast-paced environment where no two days are the same.
How To Apply

If you're passionate about service delivery and want to lead the team that keeps Australians moving, apply now.


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