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Head of National Customer Experience Centre

2 months ago

North Sydney Council, Australia Invocare Full time

About the Role:

We are seeking a visionary leader to revolutionise our customer care strategy and lead our national Call Centre teams. As the Head of National Customer Experience Centre, you will be responsible for managing inbound customer calls and developing a cutting-edge omni-channel Customer Care Program.

Key Responsibilities:

  • Leadership: Unite and inspire a national team, fostering a collaborative and high-performing culture.
  • Call Management: Optimise inbound call handling and implement best practices.
  • Team Management: Lead regional hubs, ensuring high service standards and implementing Quality Assurance.
  • Analytics & Improvement: Provide actionable insights from call data to enhance customer experiences.
  • Training & Development: Partner with Learning and Development to hire, train, and develop staff.
  • Omni-Channel Care: Implement live chat, social media monitoring, and digital self-serve support.
  • Value-Added Services: Innovate strategies for pre-paid sales and outbound sales.
  • Technology Integration: Work with IT to enhance technology use and develop a technology roadmap.
  • Budget & Workforce Management: Manage budget, workforce planning, and rostering for optimal efficiency.

Experience and Qualifications:

To excel in this pivotal role, you'll bring a unique blend of skills and experiences. Here's what we're looking for to ensure you thrive and make a lasting impact at InvoCare:

  • Proven experience leading a high-performing Customer Contact Centre.
  • Expertise in rostering and budget management.
  • Strong understanding of omni-channel customer care and call centre technology.
  • Experience in training and developing high-performance teams.

Interpersonal Skills:

  • An empathetic leader with the ability to inspire and unite teams.
  • Customer-obsessed with a deep commitment to enhancing customer experiences.
  • Collaborative and supportive, committed to our front-line team members.
  • Comfortable with the sensitive nature of our services.
  • Highly organised with strong attention to detail and proficiency in Microsoft Office.
  • Excellent written and verbal communication skills.
  • Solution-focused, goal-oriented, and adaptable to new technologies.