Chief Customer Experience Advocate

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $149,428 - $165,645
About this Role

The city is undergoing a transformative period as it evolves into a global hub.

As a dedicated customer advocate, you will enhance the customer service experience by streamlining the complaint resolution process, ensuring swift and fair outcomes, and identifying areas for continuous improvement.

You will work collaboratively across various teams to foster a customer-centric culture, develop strategies, and drive exceptional service standards.

  • Enhance the complaint management process, ensuring prompt and fair resolutions while identifying opportunities for ongoing improvement.
  • Support staff in effectively managing and resolving complaints, providing timely and professional guidance.
  • Regularly monitor customer feedback and service requests to identify patterns and areas for improvement, taking appropriate action to enhance service delivery.
  • Participate in cross-functional working groups to integrate customer needs into major projects and changes, developing supportive materials for customer service teams.
  • Embed improved processes and a customer-centric approach across the organisation, collaborating with stakeholders to create customer experience modules for new staff.
  • Provide strategic advice to executive leadership, staff, and customers, ensuring alignment with organisational goals.
  • Promote innovation in practices, technology, and procedures to better serve the customer base in line with organisational values.
  • Build performance metrics and mechanisms to identify risks early and implement effective mitigation strategies.

**Key Skills & Qualifications:**

  • A relevant tertiary qualification in communication, engagement, or a related field.
  • Over 7 years of industry experience in customer service and complaint resolution, with a proven track record of achieving strategic objectives.
  • More than 5 years of demonstrated experience in leading diverse teams or working within complex organisational structures.
  • Strong communication, relationship-building, and influencing skills, with the ability to handle sensitive and complex issues effectively.
  • Advanced problem-solving and decision-making abilities, with experience in managing risks and resolving conflicts.
  • A well-developed analytical approach to interpreting data and communicating insights.
  • Extensive experience in change management, particularly within a complex stakeholder environment.High-level skills in conflict resolution and a solid understanding of risk management.

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