Customer Experience Team Manager

1 week ago

Geelong, Victoria, Australia beBeeLeadership Full time $90,000 - $120,000
Team Leader Opportunity

We are seeking a highly skilled and experienced Team Leader to lead our Customer Solutions team. As a key member of our retail operations, you will be responsible for supporting, leading, and managing agents within the team to achieve growth, values, and customer experience objectives.

  • Key Responsibilities:
  • - Provide ongoing day-to-day support to frontline agents
  • - Work as part of a team to develop and document operational policies and procedures
  • - Problem-solve by reviewing and diagnosing problems and performing necessary actions to resolve them in a timely manner
  • - Produce accurate and timely reporting as required
  • - Collaborate with a "one team" approach by working in all areas within Retail Operations
  • - Ensure excellent customer service by answering phones and resolving enquiries on a timely basis
  • - Maintain compliance obligations and stay up-to-date with particular focus on cyber security and data protection
  • Key Activities and Results Areas:
  • - Develop the capability of the Customer Solutions team to achieve targets and deliver an exceptional customer experience through targeted training and coaching
  • - Develop knowledge and skills of Customer Solutions team members to deliver specialist support
  • - Facilitate high-quality communication with internal teams and external providers to ensure smooth customer management processes
  • - Identify issues that may lead to breaching compliance or dissatisfying customers and work with Quality and Compliance to effectively resolve
  • - Manage contact centre metrics to ensure Customer Service Levels are met
  • - Lead by example, coach, and mentor the team to achieve high results and reinforce positive behaviours within the team

What We Offer:

  • - Opportunity to develop leadership skills and expertise
  • - Collaborative and dynamic work environment
  • - Chance to make a meaningful impact on customer experience and business growth

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