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Service Delivery Expert

3 weeks ago

Brisbane, Queensland, Australia beBeeExcellence Full time $76,515 - $78,800

Job Title: Service Excellence Leader

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This role is responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our company's reputation for excellence and expertise.

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Key Responsibilities:

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  • Lead a team of service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.">
  • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.">
  • Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.">
  • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.">
  • Analyse key performance metrics to drive operational efficiency within the service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.">
  • Liaise closely with internal teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.">
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Requirements:

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  • A minimum of 1+ years of experience in a service management or team leadership role, preferably within a technical industry.">
  • Proven Bachelor Degree or Equivalent.">
  • Proven experience in developing and implementing service procedures, SLAs, and performance metrics.">
  • A demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.">
  • Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal staff.">
  • A proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.">
  • Solid administrative skills and proficiency with CRM systems and standard office software.">
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Benefits:

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  • Opportunity to work with a leading organisation in the industry.">
  • Chance to develop and grow your career in a dynamic environment.">
  • Competitive salary and benefits package.">
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How to Apply:

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Please submit your resume and a cover letter outlining your suitability for this role.