Customer Experience Director

2 days ago

East Perth, Western Australia Public Transport Authority Full time
About the Role

We are seeking a seasoned leader to oversee the daily operations of our Transwa Contact Centre and Ticketing Offices. This position plays a critical role in ensuring the delivery of an industry-leading customer service experience for ticket sales and passenger information.

As a key member of our team, you will be responsible for leading and managing the Contact Centre and Ticketing Office team, consistently driving best-practice customer service standards. This includes providing ongoing training and mentoring to foster a culture of continuous improvement, addressing and resolving customer complaints promptly, and ensuring team performance targets are met through regular monitoring and constructive feedback.

You will collaborate with the Contact Centre Administrator and Assistant Team Leaders to ensure workload management, oversee the operation of computer-based systems, and manage any issues that arise. Rostering duties include coordinating with the Contact Centre Administrator and Assistant Team Leaders to ensure rosters meet operational needs, monitoring workload trends, and making recommendations to optimize team efficiency.

About You
  • You should possess demonstrated experience in a supervisory role in a frontline customer-faced environment.
  • You should have substantial knowledge and understanding of customer service techniques and principles.
  • You should have well-developed staff supervisory skills, including the ability to motivate, engage and support others to meet team objectives and facilitate staff training.
  • You should have well-developed conceptual and analytical skills, including a demonstrated ability to identify, review and implement improvements.
  • You should have high developed written, verbal and interpersonal skills, including the ability to resolve conflict situations.
  • You should be able to travel to Western Australian regional locations and work shifts including weekends.
About Us

The Public Transport Authority is committed to providing world-class public transport services and solutions. Our purpose is to provide safe, customer-focused, integrated, and efficient transport services that align with our core values.

Transwa is the regional division of the Public Transport Authority and a direct provider of public transport services connecting 240 destinations across the state.

We are a fast-growing economy, and our public transport system is recognised as one of the most efficient, clean, and safe networks globally. Rail transport plays a vital role in our continued success and growth, exemplified by our numerous projects such as METRONET.

Your Benefits
  • You can expect opportunities to grow through personal development and career pathways.
  • You can expect health and wellbeing programs, including access to a free onsite gym.
  • You can expect subsidised corporate apparel and spectacles.
  • You can expect a supportive team environment.
  • You can expect opportunities to join our social club offering savings and benefits all year round.
Estimated Salary

Around AU$120,000 - AU$150,000 per annum, depending on your experience and qualifications.

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