Dynamic Customer Service Manager
7 days ago
Customer Service Manager Role Overview
The Customer Service Manager is responsible for leading a team to deliver exceptional customer service and support to our customers. This role involves managing people, performance, and quality of service delivered by the customer service team.
As a Customer Service Manager, you will review and monitor performance, output, quality, and coaching to ensure your team successfully and effectively contributes to all inbound customer contact channels.
This role requires considerable experience in managing staff in a dynamic environment and working collaboratively across business units to achieve service delivery outcomes.
The Customer Service Manager will work as part of a team in:
- Contributing and driving an integrated service delivery culture that supports innovation.
- Maintaining close working relationships with local business units to drive effective stakeholder engagement.
- Developing and cross-skilling of people in support of resource planning and learning needs.
- Keeping up to date with business development and new products.
- Supporting the executive team by highlighting operational risks and areas for improvement.
Your career is limitless as a public servant with Defence. Customer Service Managers are employed Australia-wide, enabling our three services - Navy, Army, and Airforce - to complete their work. With over 16,000 civilians employed across Australia, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies.
The role is based in South East Queensland with the successful applicant to be based at one of our four (4) Customer Service Centres in this region.
**About Our Team**
Our dedicated staff provide high-quality customer service to serving Australian Defence Force, ex-serving, and Reserve members, the Australian Public Service, and the general public.
To be successful in this role, you will have:
- Demonstrated experience in team management in a customer service or service delivery environment
- Demonstrated ability to think critically, identify issues, and deliver continuous improvement activities
- Highly developed communication, organisation, and negotiation skills
- Exceptional stakeholder engagement and liaison skills
- Experience in working collaboratively across large and dispersed teams
Demonstrated experience in influencing the delivery of organisational change in a positive manner In turn, we will provide you with:
- Performance-related salary progression
- 15.4% superannuation
- Standard hours of 37.5 hours per week
- Negotiated flexible work arrangements
- Ongoing extensive training and development
- Annual leave of 20 days per year
- Personal/carers leave of 15 days per year
- An additional day of leave per calendar year in addition to regular leave
- Christmas stand down (a paid break during the Christmas and New Year period in addition to regular leave)
- A range of Parental and Reservist leave
- A number of Health, Wellbeing, Diversity, and Inclusion networks
- Defence Employee Assistance Program provided by Converge International
This role is ideal for energetic and motivated individuals focusing on customer service and ongoing learning and development.
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