Customer Experience Director

2 weeks ago

Sydney, New South Wales, Australia certisciscP2 Full time

At Certis Security Australia, we offer a competitive salary package in the range of AUD 120,000 - AUD 150,000 per annum, plus superannuation and other benefits.

About Us

We are a leading security company with a strong commitment to customer service and operational excellence. Our team is dedicated to providing high-quality services to our clients, and we are seeking a highly skilled Customer Services Manager to join our team.

This is a key leadership role that will be responsible for managing client relationships, delivering exceptional customer service, and driving operational efficiency across multiple sites.

Job Description
  • Manage client relationships to ensure high levels of satisfaction and retention;
  • Develop and implement strategies to improve operational efficiency and reduce costs;
  • Lead a team of site managers and supervisors to achieve excellent customer service and operational performance;
  • Coordinate internal projects to drive business growth and improvement;
  • Collaborate with other departments to enhance customer service delivery programs;
  • Identify and develop opportunities for process improvements;
  • Analyse and resolve complex customer complaints to ensure mutually satisfactory outcomes;
  • Maintain accurate records and reports to track customer satisfaction and operational performance.
Required Skills and Qualifications
  • A proven track record in a similar leadership role, preferably in the security industry;
  • Excellent communication and interpersonal skills;
  • Strong analytical and problem-solving skills;
  • Ability to work effectively in a fast-paced environment and meet deadlines;
  • High level of integrity and professionalism;
  • Relevant qualifications, such as Certificate IV in Frontline Management or equivalent;
  • NSW Security Licence or ability to obtain;
  • Minimum 5+ years' experience in Security Operations;
  • Certificate III in Security Operations or equivalent (desirable).
Benefits
  • Friendly and inclusive work environment;
  • Growth and development opportunities;
  • Competitive salary package;

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