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Business Services Operations Leader
3 weeks ago
This is a parental leave cover opportunity to lead the training and development of our Customer Experience team across all Victorian divisions. The ideal candidate will have extensive experience in customer service, preferably within the residential building industry.
Key Responsibilities:- Deliver and refine training programs for new Customer Experience team members across various divisions.
- Guide trainees through a structured 12-week program, ensuring learning outcomes and KPIs are met.
- Assess team member progress using a capability matrix and provide regular feedback.
- Collaborate with Operational Leaders and the CX Training Manager to continuously improve training content and delivery.
- Monitor customer interactions and identify opportunities for coaching and development.
- Maintain accurate records, update training resources, and support probation reviews.
- Demonstrated leadership experience and a proactive, coaching mindset.
- Strong communication, stakeholder engagement, and problem-solving skills.
- High emotional intelligence and the ability to support and develop others.
- Excellent time management and proficiency in Microsoft Office Suite.
- Desirable: Contact centre experience and relevant customer service qualifications.
