Customer Experience Lead

2 weeks ago

Adelaide, South Australia ASG Group Full time

Embark on a transformative career journey as a Customer Experience Lead within our dynamic National Service Desk team in Adelaide's CBD.

The Opportunity:

We are seeking an experienced leader to champion exceptional customer experiences, engage with stakeholders, and manage a team of analysts. If you're passionate about delivering outstanding customer service and thrive in a fast-paced environment, this role is tailored for you.

You will be part of our innovative Career Pathways program, coaching and guiding analysts through their IT journey. With a strong background in customer-centric environments and excellent engagement skills, you'll make a significant impact.

A key aspect of this role includes:

  • Collaborative customer experience assurance through valuable insights and contributions to Continual Service Improvement initiatives.
  • Engaging with Service Desk analysts through regular one-on-ones, providing guidance, and empowering individuals to reach their full potential.
  • Working closely with the Service Desk Manager to establish comprehensive documentation of support procedures and operational guidelines.
  • Supporting the team's KPIs, PDP, and development, while ensuring deliverables are met and adequate support is provided.
  • Collaborating with multiple complex customers, ticket systems, and technologies through attending customer, account, and CAB meetings.

Requirements:

  • Demonstrated leadership experience in customer service or Service Desk operations.
  • Natural aptitude for nurturing individuals, providing coaching, and managing performance to inspire excellence and enhance team engagement.
  • Strong stakeholder relationship management skills to ensure shared objectives are met.
  • Energetic approach to work that thrives on positivity, collaboration, and identifying opportunities to improve customer experiences and efficiencies.

Salary and Benefits:

This exciting opportunity comes with a competitive salary range of $80,000 - $110,000 per annum, depending on experience. You'll also enjoy benefits such as:

  • Paid certifications
  • Flexibility to juggle personal and work commitments
  • Committed health and wellbeing plan
  • Corporate partnerships
  • Option to work remotely up to 3 months overseas or 6 months interstate (if applicable)

Diversity and Inclusion:

We celebrate diversity and pride ourselves on creating an inclusive workplace where everyone belongs. As an equal opportunity employer, we consider all applications without bias, and value our collaborative culture that supports community organisations and social issues.

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