Customer Hub Operations Lead

6 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $95,000 - $125,000
Customer Operations Specialist

 

Job Description:

 

We are seeking a skilled professional to lead our customer operations team. As the Customer Operations Specialist, you will be responsible for ensuring the smooth day-to-day running of customer hub operations and business continuity in accordance with operational best practice.

 

Key Responsibilities:

  • Ensure smooth day-to-day running of customer hub operations and business continuity in accordance with operational best practice.
  • Build consistency and capability within the team to ensure a high-quality team and customer experience.
  • Provide leadership, guidance, coaching, and support for direct reports.
  • Work with EndeavourX on required enhancements and bug fixes to support the customer hub.
  • Accountable for the operational metrics and performance of the customer hub in line with strategic and financial requirements.
  • Develop the operational talent pool by optimizing the skills of the existing team.
  • Undertake cyclical succession planning to ensure key roles are filled and individual talent is recognized.
  • Ensure effective communication of information relevant to a large contact centre about the business performance, change in process, and opportunities for the team.
  • Be the escalation point and response owner for incidents that compromise customer hub functions with significant customer impact.
  • Identify further opportunities for services and process improvements, and work with the team to develop and implement.
  • Translate the business strategy into operational day-to-day delivery.
  • Implement change management of new ways of working, business requirements, or policies in line with business needs.
  • Manage and influence key stakeholders from across the business.
  • Partner with the Talent Acquisition and People teams to ensure adequate resourcing during peak activity periods.

 

Qualifications:

  • Strong experience in contact centre leadership.
  • Able to lead, coach, and achieve through a large team.
  • Demonstrated ability to engage customers and achieve sustainable service outcomes and results.
  • Experience working in retail, FMCG, customer-facing, service, or delivery functions within a large business.
  • Solid track record of delivering sustainable results.
  • Hold, or willing to obtain, RSA competency.

 

Benefits:

  • Flexible working arrangements.
  • Exclusive discount card for BWS, Dan Murphy's, Woolworths, BIG W, and other Endeavour Group brands.
  • Monthly meeting-free days.
  • Free access to health and wellbeing services.
  • Endeavour Group's dedicated learning and development options.

 

Additional Information:

At Endeavour Group, we value being a workplace where everyone's welcome. We encourage applications from candidates who meet a number of the requirements and not all.

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