Customer Service Team Lead, Safety Operations

7 days ago

Melbourne, Victoria, Australia Neuron Mobility Full time

About the Role

This role reports into the Head of Customer Service (CS) at Neuron Mobility. The CS Team Lead, Safety will manage a team of Specialists and all safety matters under the CS Team's Safety arm. He/she will be heavily involved in interfacing with other departments in order to drive the tasks required of this role.

Key Responsibilities

  • Manage, execute and enhance the existing incident management process that covers all ride incidents relating to Neuron's vehicles, ensuring seamless customer experience and minimizing downtime.
  • De-escalate situations skillfully and suppress any situations from media/council escalation, upholding the company's reputation and values.
  • Manage, execute and enhance the breach management system, including building processes as well as product automations and optimisations, to ensure compliance and mitigate risks.
  • Expertly manage safety user resolution and be able to guide the team members to understand concepts for application purposes, fostering a culture of continuous learning and improvement.
  • Create and track overall safety metrics to identify gaps in safety processes and recommend improvements or drive process efficiencies to improve various workflows, ensuring data-driven decision making.
  • Be able to independently troubleshoot and liaise with other internal departments to fix issues and improve efficiency in relation to the safety sub-function, promoting cross-functional collaboration and knowledge sharing.
  • Understand all work streams within the CS department, staying up-to-date with the latest developments and initiatives.
  • Follow company communications guidelines and procedures under minimal supervision, upholding the company's standards and values.
  • Build expert and dynamic knowledge of Neuron's service, staying ahead of the curve and driving innovation.
  • Troubleshoot issues, manage and re-prioritise resolutions in a systematic, data-driven approach, ensuring timely and effective issue resolution.
  • Manage customised data requests for safety data, governing its data quality and control from a business perspective, ensuring accurate and reliable insights.
  • Consistently work on process improvements and reporting updates to keep up with the company's fast-paced growth, driving efficiency and effectiveness.
  • Effectively link user complaints, our product and technology to troubleshoot and provide insights to the internal stakeholders from a user's perspective, fostering a customer-centric approach.

Requirements

  • Expert negotiation skills, with the ability to build strong relationships and resolve conflicts effectively.
  • Strong stakeholder management skills, with the ability to communicate complex information in a clear and concise manner.
  • Strong communication skills, including active listening, understanding and clear articulation, with the ability to adapt to different communication styles.
  • Ability to solve problems and alleviate conflicts or de-escalate situations tactfully, with a customer-centric approach.
  • Ability to multitask, manage time and competing priorities, with a focus on delivering high-quality results.
  • Able to work individually and as a team, with a collaborative and inclusive approach.
  • Background in Customer Service, Psychology or similar would be an advantage, with a strong understanding of customer behavior and needs.
  • Curious, tenacious and proactive, with the ability to think on their feet and drive innovation.
  • Project and process management skills, with the ability to drive efficiency and effectiveness.
  • Proficient in Microsoft Excel with basic logic understanding, with the ability to analyze and interpret data.
  • Strong managerial skills in ensuring the team members are able to deliver quality work with scale, with a focus on developing and empowering team members.

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