Service Excellence Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $79,999 - $129,999
Job Overview">

Aussie Broadband values its customers and community by offering quality services tailored to meet their needs.

We celebrate individuality, thrive on diversity, and operate with Australian ownership from the ground up.

Our company culture is built on core values:

  • Be innovative
  • Think creatively
  • Communicate openly
  • Support one another
  • Enjoy work-life balance

As a top-ranked customer service provider and employer, we offer our employees numerous benefits, including flexible working arrangements, paid parental leave, employee assistance programs, ongoing training, and more.

Key Responsibilities

  1. Maintain high performance levels for service-related processes and implement improvements where necessary
  2. Take ownership of critical incidents, coordinate with resolution parties, and facilitate effective communication between stakeholders during post-incident reviews
  3. Ensure systems, procedures, and methodologies support exceptional service delivery
  4. Develop in-depth knowledge of projects to gain insights into service delivery scope
  5. Analyse third-party and internal processes to create strategies for service delivery optimization

Required Skills and Qualifications

  • Experience in handling third-party provided services
  • Operational ability in diverse, large-scale environments
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Expertise in people management and leadership
  • Ability to train and guide junior team members

Benefits

We're an Equal Opportunity Employer committed to inclusion and diversity as part of our 'Be Good to People' value. Our offerings include discounted internet, flexible working arrangements, paid parental leave, employee assistance programs, ongoing training, LinkedIn Learning access, awards, recognition, retail discounts, gym membership, Community Impact Programs, and a hard-working coffee machine.

Why Work With Us?

At Aussie Broadband, we prioritize our employees' well-being and growth. We foster a positive work environment that encourages innovation, creativity, and teamwork.

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