Senior Customer Experience Manager

3 days ago

Sydney, New South Wales, Australia beBeeAnalytical Full time $90,000 - $120,000
Customer Service Team Leader Job Description

The Customer Service Team Leader plays a vital role in leading the Travel Customer Service Team, overseeing policy sales, amendments, cancellations, and general enquiries, which may include new claim registrations and emergency enquiries. This position requires strong leadership skills to deliver exceptional customer experiences.

The role involves providing technical support and advice to customer service consultants, as well as developing and implementing business continuous improvement initiatives to drive performance outcomes. The successful candidate will also be responsible for driving staff engagement, ensuring customer focus is maintained, and owning customer telephony uplift and features.

A key aspect of this role is ensuring team compliance with regulatory, legislative, and internal compliance obligations. The Customer Service Team Leader will work closely with the Business Insights team to develop reporting, dashboards, and scorecards to identify performance against business targets and support teams in managing their performance.

Responsibilities
  • Lead changes across the Customer Service team, including new products, features, and remediations.
  • Maintain and develop compliant scripts used by the Customer Service team for customer interactions.
  • Collaborate with the Business Insights team to develop reporting and scorecards to measure performance.
  • Provide detailed analysis of business performance trends across distribution channels and products.
  • Provide technical support and advice to customer service consultants.
  • Develop and implement business continuous improvement initiatives.
  • Drive staff engagement and maintain customer focus.
  • Owning customer telephony uplift and features.
  • Ensure team compliance with regulatory and legislative requirements.
  • Support the execution of the Leisure Travel Division performance strategy.
Requirements
  • Leadership experience within General Insurance, Travel/PA Claims, or a similar field is essential.
  • Strong analytical and decision-making skills are required, particularly in highly technical situations.
  • Excellent verbal and written communication skills are necessary.
  • High-level attention to detail and the ability to prioritise tasks are essential.
  • Proactive attitude and willingness to learn are desired.
  • Ability to set and meet service levels and individual KPIs is required.
  • Demonstrated evidence of partnering effectively with business leaders and establishing professional relationships is an asset.
What's in it for You?
  • Competitive salary package with yearly bonus and great benefits.
  • Novated leasing options for assets such as vehicles and laptops.
  • Flat management operating structure with minimal hierarchy.
  • Flexible working arrangement, including 2 days of remote work per week.
  • Additional wellbeing leave day to use as needed.
  • Volunteer day with a charity of your choice.
  • Twelve weeks of paid parental leave for primary carers and six weeks for secondary carers.
  • Social committee promoting a friendly and down-to-earth culture.
  • Ongoing learning and development programs tailored to career goals.
Job Details
  • Mid-senior level.
  • Full-time employment.
  • Management and Strategy/Planning job function.
  • Insurance industry expertise.

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